基于大客户管理的客户关系管理信息系统的设计

Design of Customer Relationship Management Information System based on Key Customer Management

客户关系管理系统是企业管理的重要措施。制造业、航运业等行业的客户特色明显,具有大客户、客户数量少、客户地域分散的特点。此类客户都具有庞大的客户联系人,又对企业新产品的研发、供货保障、产品质量跟踪、产品报价等有着多样性的要求。客户数量少,但大客户提供的业务占企业营收比例较高,因此大客户管理显得十分重要,针对制造业主机厂、航运集团等具有大客户而建设“大客户管理的客户关系管理信息系统”,作为管理企业和客户关系的重要服务平台,在企业内部客户管理、满足客户需求、项目管理、营销管理及售后服务等方面扮演着不可或缺的角色。

Customer relationship management system is an important measure of enterprise management.Manufacturing,shipping and other industries have obvious customer characteristics,with the characteristics of large customers,small number of customers and scattered customers.Such customers have huge customer contacts and have diversified requirements for the research and development of new products,supply guarantee,product quality tracking,product quotation and so on.The number of customers is small,but the business provided by key customers accounts for a high proportion of enterprise revenue,which makes key customer management very important.Aiming at manufacturing original equipment manufacturers,shipping groups and other major customers,build a“key customer management customer relationship management information system”,as an important service platform to manage enterprise and customer relations,and carry out internal customer management,meet customer needs,project management marketing management and after-sales service play an indispensable role.