企业客户关系管理系统流程分析及应用

Analysis and application of customer relationship management flow

研究企业如何导入CRM,提高其应用效果、增强企业竞争实力,就成为我国经济快速增长和实现跨越式发展的一个重要课题.本文根据企业管理中CRM有关理论,结合吐哈机械厂的具体情况,借鉴国内外相关研究成果,探讨了客户关系管理的主要功能、系统流程等有关问题,提出了企业导入CRM的若干建议.

It has become a very important subject to do some research about the successful introduction of CRM. Based on theories of CRM and studies on home and abroad, this study probes into the problems with the application of CRM in Tuha Mechanics factory. It discusses the systematic flow and the systematic functions of CRM etc. Meanwhile, the paper presents some suggestions for Tuha Mechanics to introduce CRM.