The Study Of The Relationship Between CRM Of The Financial Services Industry In Inner Mongolia And The Market Performance Of Enterprise

Since the1990s, CRM has become a attentioned focus both in academia and in the business. Now the competition of market is more and more fierce and tending to the globalization,If Enterprise want to survival and development who must get customers continuously, And keep good relationship with customers. Some empirical research have shown that CRM has a significant role to improve enterprise’s performance. Especially with the advent of the era of new economy, The competition of financial industry has become fierce increasingly, In recent years, Finance industry has been made a steady development, But relativing to other areas, The development of financial industry in Inner Mongolia still lags behind, Financial products are sole, the question of customer loss is serious, therefore,aiming at financial industry in Inner Mongolia to analysis and research that how to perform a successful CRM which is how to influence the marketing performance of enterprise,which is very important. At present, Many financial enterprises in Inner Mongolia implement CRM to create value for themselves, But they are only focused on the strategy of customer relationship management. There are very few financial industry who focus on the implementation of customer relationship management, The corresponding academic research is less, At the same time, Also there are few scholars summarized what elements are needed in the successful customer relationship management (CRM) exactly, What reason is the failure of the customer relationship management, Consequently providing reference For implementing CRM successfully in Inner Mongolia. Based on this,This text makes customer relationship management (CRM) for the independent variables, The market performance of enterprise as the dependent variable, To study the influence of the relationship between them, At the same time to research possible adjustment factors.Through the questionnaire method, This study researched the51financial service industries in Inner Mongolia area, And analyzed the results, After analysed relationship between CRM and the market performance of enterprise,I got the following conclusions:firstly, The three stages of the customer relationship management have significant effect on the market performance of enterprise; The second, each dimension of CRM has a significant positive influence on the market performance of enterprise; The third, has a different influence on customer’s satisfaction; The fourth, each dimension of CRM has different effects on the quality of service; The fifth,the capability of organizational support is stronger, The positive connection between the different stages of CRM and market performance of enterprise will be stronger; The sixth,the ability of information technology and knowledge management is stronger, The positive connection between the different stages of CRM and market performance of enterprise will be stronger; The seventh, Employee engagement is Little correlative with CRM and market performance of enterprise.