MT Group China CRM System Implementation

As the development of economic globalization, more and more multinational companies began to group the globalization of business development, the integration of different parts of the branch resources, to provide the unified internal group customer products and services, increase customer satisfaction, improve their own competitiveness in the industry, so as to realize the profit maximization.From the1990s, with the development of business ideas, business management gradually began to "product-centric" to "customer-centric" transformation "customers" for business focus to integrate, adjustoptimize resources and business processes to improve customer satisfaction in order to achieve maximum profit as the ultimate goal purpose.CRM (Customer Relationship Management) theory is based on the idea was born, it is essentially a "customer-centric" approach to management based around the customer life cycle of the occurrence, development, through specific marketing, sales management and customer business process reengineering and optimization services, to provide personalized products and services for different customers of the segments in the value of its core is essentially based on customer satisfaction as the goal of business management thinking.CRM, first of all, it is a recognition, acquire, maintain and increase the methods and processes of profitable customers; Second, it is a "customer-centric" business management theory, again, it is a means of information and Internet technology, to improve customer satisfaction, and the tools to maximize their profits, its performance for a set of customer management solutions software information systems.This paper summarized the concept of CRM, CRM system and its main function, CRM implementation stage and the steps and SAP fast implementation methodology ASAP.This paper selected Mettler-Toledo group(China) company as the example, describing the whole process of the MT company CRM system construction and implementation of demand analysis, as well as the old China CRM system and ERP system includes what the status and problem before the Blue ocean project; then introducing the detail implantation plan, including:implementation of the organizational structure, stage division and implementation steps, and the content planning; finally, summarized How MT to make the project management and control to avoid the problem and risk in all the different project phases.Finally, the successful project implementation in MT China can supply the great help on standardizing the Chinese business process, improving the of potential customers form, increasing customer satisfaction.