The Development and Application of Customer Relationship Management System

Abstract

Economy globalization and the development of information technology have intensified competition among modern companies, while customer relationship has became an important resource for building up core competence. Customer Relationship Management(CRM), as a new idea, technology and strategy, provides an all-around guidance and support for business to build, keep and manage customer relationship. CRM and its application are proposed according to the principle“analyzing CRM layer upon layer, applying CRM step by step, understanding CRM completely, implementing CRM holistically.” Holding the principle that idea is base of CRM, its technology is tools and its strategy is the key. Aiming at certain problems in the application of CRM, studying CRM idea, introducing technology and enact strategy have been brought forward.