我国光伏企业在国内市场的客户关系管理

Cina's Photovoltaic Enterprise Customer Relationship Management in Domestic Markets

目前,我国光伏企业在国内市场的客户关系管理方面尚存在着客户关系管理的理念落后、缺乏适应我国本土化的客户关系管理软件、信息化水平低、业务和技术的运作关系不协调、CRM运行成本高、风险大等问题。我国应树立以"客户为本之道与CRM之术"有机结合的理念;与IT企业联手,通过共赢提高信息化水平;建立以客户为中心的企业文化,强化个性化服务;优化客户关系管理的实施步骤,促进业务和技术运作关系协调发展,从而促进光伏企业发展生态链的形成,为光伏企业尽快建立良好的国内市场客户关系,早日走出发展困境。

China＇s photovohaic enterprise now still has many problems in customer relationship management （CRM） in terms of backward CRM concept, lack of CRM software suitable for China＇s conditions, low-level informationization, a discordant relation between business and technology, and high CRM running cost and risks. Chinese enterprises should build a concept of customer orientation with CRM, co- operate with IT enterprises to improve informationized level in a win-win manner, set up a customer-centered enterprise culture to strengthen individualized services, optimize implementation phases of CRM to facilitate the coordinated development of business and tech- nology, so as to expedite the formation of an ecological chain of photovoltaic enterprises and build a favorable customer relationship in domestic markets for photovohaic enterprises walking away from development dilemma.