Research On T Mall CRM System Implementation And Improvement

With the rapid development of economy, market competition is increasingly fierce.Fierce competition leads to a drop in the customer loyalty in the process of operation, itsprofit declines. In this case, it is necessary to implement CRM, to improve customer servicelevel, raise the competition ability of the shopping mall.Paper analyzes T mall the implementation of the CRM and puts forward Suggestionsfor improvement, mainly includes: first, through the competition environment, systemfunction, implementation difficulty, implementation process and implementation experienceseveral aspects has carried on the concrete implementation of CRM project analysis.Second, analyzed the CRM operation results, and from the customer complaints, merchantsgrievances and mall management three aspects to analyzes the problems in the operation ofthe CRM, find the problem root. Third, aiming at the problems, respectively, from thethought guide, use operation, complete system, data utilization and interactive way fiveaspects: the use of T mall CRM put forward the corresponding improvementcountermeasures. The research of the thesis T mall has guiding significance for operationand management of CRM, at the same time to be used for reference in other mall toimplement CRM.