The Analysis For Customer Relationship Management Practices In EPOCH

With increasing competition in the market, enterprises move their focus of attention from the internal affairs to the external gradually. Customers become the most important strategic resources. Meanwhile, enterprises convert their business philosophy from "attaching high attention to internal resources" to "the integration of external resources" and "Product centric" to "Customer focus". Nowadays, with the big development of the net-work economy, it is no doubt that the one who has customers and keeps solid relations of cooperation with them will almost have everything in Business. That is why enterprises need to implement Customer relationship management (CRM). Therefore the objective for CRM is to strengthen the construction of the enterprises’core competitiveness, enhance customer satisfaction and loyalty, and maximize the enterprises’profits. This paper uses a combination of theory and practices to discuss, introduces the concept of customer relationship management, customer contact, customer value and another important content in customer relationship management which is customer satisfaction, customer loyalty, enterprise organization theory and the resource planning.In the practice part, the paper introduces the implementation of customer relationship management in EPOCH, including the CRM in customer relationship marketing and organization operation&resource planning with detailed analysis. Finally, on the basis of the analysis of the CRM in EPOCH, the author raises the countermeasures from Technology and Policy two sections such as establishing a platform of Customer Knowledge, deeply developing ERP system and encouraging the whole staff marketing to fulfill the objective of the CRM implement.