我国烟草行业客户关系管理系统的应用研究

Research and application of customer relationship management system in China tobacco industry

为探索烟草行业内部管理新模式，基于烟草行业CRM的研究方法，本论文构建了省级烟草行业的客户关系管理相关业务模型，并提出了符合烟卓行业特点的CRM功能设计方案，该设计将烟草行业的CRM系统共划分为客户管理、销售计划管理、客户评价等11个模块。通过初步评价与前景分析，认为能够优化企业的市场增值链、拓展市场空间、提升业务决策能力和展示烟草形象，应用前景良好。

In order to explore new models of internal management in China tobacco industry, a customer relationship manage- ment （CRM） model in provincial tobacco company was constructed based on CRM research methods. The CRM was designed in consistent with characteristics of the tobacco industry, which included 11 modules such as customer management, sales program management, customer evaluation. Initial evaluation and prospective analysis were carried out and the design was applied to optimize market value chain , expand market space, improve decision making and display industry images.