The Research On The Crm Of The ZYT Company

With economic growth and improvement of people’s living standard, thegovernments, enterprises and individual pay more and more attention to the public,personal and property security. In2008, the29th Olympic games held successfully inBeijing. Many countries and regions attend this great sports event and prompt thedevelopment of Chinese security market. ZYT company is a new security alarm servicecompany which is set up under such circumstances.The company was established in2010，which had a small scale and few workers,with few kinds of products. Depending on the differences of the wireless security alarmhost on the front-end intelligent identification system among other alarm hosts in themarket, the whole service marketing plan of the products with security, and insurance andthe large rational network of leaderships, the company got certain market share afterlaunching products and got on parts of stable customers of electric power industry in thebeginning. The number of customer and the amount of sales increased in two years. Butthey increased slowly then. The company is looking for the methods to solve theseproblems and to ensure the needs of self-development.Now,the security industry transforms from production-centered to customer-centered.This thesis explains the current problems exist in the aspect of customer management ofZYT company through the analysis of the ZYT company, its products and customers.According to the realities of situation, the thesis presents to change the management ideas,to make the reformation of organizational and business processes, and to build theinformation system in order to achieve the customer management and control it.The customer relationship management is to enhance customer satisfaction andloyalty via mastering and meeting customer’s needs and providing differentiated servicesto different customers to look for a win-win situation for the customer and the companyand to make both parts’ profit integrate further and grow stronger.This thesis emphasizes on the understanding of the significance of customerrelationship management and the research on the customer relationship managementsystem of ZYT. After finding the problems and presenting methods, such as rebuilding concept, developing new system, changing organization flow, reconstructing businessprocess and making new information system process, the thesis only presents the goaland requirements on setting up information system of customer relationship managementbecause of lacking professional knowledge and experience on information system. Theconcrete contents, for instance, subdividing customers, building customer evaluationsystem, performance appraisal system and applying the data warehouse and miningtechniques, will complete after cooperating with professional CRM consulting company.