| After entering into twenty-first century, the rapid development of Information technology has great impact on all the market. SED, as a member of traditional electronics industry, unavoidably suffered. Based on the fast development of high-speed rail of China; SED made a great decision to work on private communication market of terminals and had achieved excellent results. In order to enhance the core competitiveness, SED decides to implement CRM system in 2013 after making great success in the new domain. In this paper,solution is provided armed at the problem and experience in establishment and implement of CRM system in the private communication market. Development trend is also pointed out. Reference of implementing CRM system is hoped to provide to SED and other companies.In this paper, implementation of SED company customer relationship management were studied, on the analysis of reference based on the results of previous, combined with the relevant background of the communications industry and the private network terminal industry. Firstly, the necessity of the SED to establish a customer relationship management system is analyzed, according to the internal and external environment of SED company implementation of CRM system. Secondly, system architecture of customer relationship management of SED is established combined with the theoretical basis of CRM. Lastly, the improvement and corrective action put forward in the practical application of CRM system. It is greatly introduced that the SED Company should establish the function of analytical CRM with data mining. Vision planning is made of CRM system of SED Company.The efficiency of after sale services of the SED company system has been greatly improved, through the implementation of CRM systems has achieved remarkable results in customer complaints and customer needs analysis It is hoped that in the future, SED realize the long-term development of the enterprise through the maturity and stability of the CRM system. |
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