Research On Supplier Evaluation Of Customer Relationship Management System In H Company

Customer Relationship Management(CRM)system is an important part of enterprise information management.More and more enterprises start to build and use CRM system in order to improve their operational capability and customer management level.However,most enterprises lack the ability to develop and deploy CRM systems independently,purchasing products and services from CRM suppliers has become the only way for them to build CRM systems.Suppliers are important participants in the implementation of CRM system construction projects.If the enterprise makes mistakes in supplier selection,it may lead to problems such as overdue schedules,cost overruns,and inability to achieve demand functions in the project.H company is a manufacturing enterprise with CRM system construction needs.The company attaches great importance to CRM projects and is more cautious in the selection of suppliers.Although several candidate suppliers have been selected through preliminary screening,the company’s original software supplier evaluation method has problems such as unreasonable index selection and excessive evaluation subjectivity.These issues can negatively impact the accuracy of a company’s selection decision.Therefore,how to establish a set of supplier evaluation models that meet the project requirements,and how to evaluate and select candidate suppliers has become an important problem faced by H company.This paper firstly lists the indicators of CRM supplier evaluation by searching literatures,combines and deletes the listed indicators according to the actual situation,and the index system with high practical value is constructed after the Delphi method.Then the index weight is calculated by AHP,and then the evaluation results are calculated by grey correlation analysis and fuzzy comprehensive evaluation.Finally,the evaluation model is applied in practice,and the evaluation results of candidate suppliers are calculated to obtain the optimal supplier.The decision-making team accepted the evaluation results after discussion,and made the decision according to the calculation results,thus the problem of H Company’s evaluation and selection of CRM suppliers had been solved.The evaluation model established in this paper can provide reference value for other enterprises with evaluation needs of CRM suppliers,but still requires them to make corresponding corrections according to their own actual conditions.