企业文化改造对实施CRM的影响及分析

Analysis of Enterprise Culture Reform Influence on CRM Implement

在许多中国企业还没有清楚理解和认识CRM的时候,它已经在中国掀起了继ERP后的又一新的浪潮,国内CRM软件供应商也如雨后春笋般随之出现。不可否认技术在CRM中的重要性,但技术只是使CRM正常实施的手段和因素之一。成功实施CRM的一个关键因素是使用CRM系统的人和正确的企业文化,本文将深入探讨企业文化改造对实施CRM的影响,提出以客户为中心的新型企业文化。

Customer Relationship Management （CRM） has been seen as a major trend during the recent years in Chinese companies. It is undoubted that technique plays an important role in CRM, but it is only a way and one of the factors which make CRM work normally. The keys to implementation CRM successfully are the person who uses CRM system and the proper enterprise culture. This paper analyses the reform of enterprise culture＇s effect on the implementation of CRM, and put forward a new customer-centered enterprise culture.