制造技术服务企业CRM系统的研究

Research on CRM System for Manufacture Techno-Service Plant

主要探讨了制造技术服务企业在其客户关系管理上的需求及特点,通过对制造技术服务企业客户生命周期价值、知识管理的需求与特点等方面的分析研究,设计开发了一个CRM系统,利用客户价值理论细分客户,最大程度地提高客户生命周期利润,有效管理了工程项目过程,实现企业内部与外部的知识共享。

This paper is to discuss the needs and characteristics of customer relationship management in the manufacturing technology services companies.Based on market value of three-dimensional model of customer value theory,it develop a CRM System,which uses customer value segments of customers,maximizes the profit increase customer life cycle,the effectively manages of the project process,to achieve internal and external knowledge sharing.