The Study Of The Consulting Service Enterprises’ CRM System Under The Environment Of Electronic Commerce

The consulting enterprises in China are facing severe challenges in the increasingly fierce market competition. The problems, such as management anomaly, chaos task assignment, backward in consulting means, Customer churn seriously, have become the bottleneck of the industry, which have become a very puzzling quality problem for blocking the development of the consulting industry. At the same time, with the development of electronic commerce, customer relationship management plays a more and more important role in modern consulting enterprises management. The production, application and the development of electronic commerce provides convenience and a technology guarantee for consulting firms to implement customer relationship management effectively with the developed information technology. Implementing customer relationship management effectively, understanding and meeting the customers’needs, discovering the characteristics of the customer’s consuming behavior, and even predicting the behaviors of the customers have become the keys to win the business for consulting enterprises in the new round of competition.This paper first analyzes the limitation of CRM system under the traditional business environment and the advantages of the CRM system under the e-commerce environment. Secondly, the paper introduces the related theories about the consulting, the development of the consulting industry and the main problems of the Chinese consulting industry, and then emphasizes the necessity of implementing CRM in consulting enterprises, also analyzes and summarizes the origin and the current situation of CRM system in consulting enterprises. Thirdly, the paper determines the business process of implementing customer relationship management in consulting enterprises, and builds the system of customer relationship management from the angle of the foreground and background according to the process. Finally, the paper designs a complete range of CRM system of consulting enterprise combining a consulting firm CRM system instance. The main functions of CRM system are implemented. The system is been used in a consulting firm and get good results.