中小型企业客户关系经管的开发与实际应用——以宁波慈穗贸业为例.docVIP

PAGE / NUMPAGES 中小型企业客户关系经管系统地开发 与应用 ——以宁波慈穗贸业为例 内容摘要 随着科技地发展、时代地进步，市场经济地竞争也越发激烈.客户作为市场地最重要地资源，早已成为市场营销地核心.在竞争如此激烈地环境之下，企业要想立于不败之地，就必须和客户建立起良好地关系，在现有客户资源地基础之上，维护好和老客户地关系，并且不断地发展新地客户；并以客户需求为己任，不断地创新与发展自身地产品，以满足客户新需求，并规范企业内部地客户资源地经管方式、提升企业地客户服务质量.国内一些 中小企业已初步认识到客户关系是企业求得生存和发展地关键因素，也认识到客户关系经管在信息化中地重要性，并开始尝试CRM地应用.资料个人收集整理，勿做商业用途 CRM系统满足了企业对自身客户资源经管地新要求，减少了客户资源经管过程中地浪费地大量人力、物力和财力等.本文以慈穗贸业有限公司为研究对象，主要论述了选题地意义——提高中小型企业地行业竞争力；分析了中小型企业信息化发展地现状,未来地发展趋势以及所要注意地问题；详细地阐述了系统分析、设计、实施地全过程，详细说明了系统地功能模块.资料个人收集整理，勿做商业用途 关键词：客户关系经管系统、信息化、竞争、客户服务 ABSTRACT With the development of science and technology and the progress of the times, the competition become more and more intense in the market .The customers who is the most important resources have become the core of marketing .In order to win the battle in this highly competitive environment , enterprises should establish a good relationship with customers, stick up for the relationship with the frequent customers on the basis of the existing customers resources and seek for new customers. Furthermore, the task of enterprises is meeting the customers’ requirements .Through a way of innovating products and standardization of their internal customer resources management to enhance the quality of service. Some manages have gradually recognized that customer relationship is the major factor which relates to the subsistence and development of enterprises. At the same time, they have cognizanced of the importance of CRM in the enterprises’ information technology and began to try for its’ applications.资料个人收集整理，勿做商业用途 CRM have satisfied the new requirement of the enterprises, reduced the wasting of the manpower, material and financial resources in the process of customer resource management . The object of this article is Ningbo CISUI trade industry. And we’ll mainly discusses significance of the topics—improving industry competitiveness. Firstly, it analyzed the current situation of informatization with enterprise. Then it researched the trend