中小型企业客户关系管理系统的开发与应用.docVIP

中小型企业客户关系管理系统的开发 与应用 ——以宁波慈穗贸业为例 内容摘要 随着科技的发展、时代的进步，市场经济的竞争也越发激烈。客户作为市场的最重要的资源，早已成为市场营销的核心。在竞争如此激烈的环境之下，企业要想立于不败之地，就必须和客户建立起良好的关系，在现有客户资源的基础之上，维护好和老客户的关系，并且不断的发展新的客户；并以客户需求为己任，不断的创新与发展自身的产品，以满足客户新需求，并规范企业内部的客户资源的管理方式、提升企业的客户服务质量。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的关键因素，也认识到客户关系管理在信息化中的重要性，并开始尝试CRM的应用CRM系统满足了企业对自身客户资源管理的新要求，减少了客户资源管理过程中的浪费的大量人力、物力和财力等。本文以慈穗贸业有限公司为研究对象，主要论述了选题的意义——提高中小型企业的行业竞争力；分析了中小型企业信息化发展的现状,未来的发展趋势以及所要注意的问题；详细的阐述了系统分析、设计、实施的全过程，详细说明了系统的功能模块。 关键词：客户关系管理系统、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. 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 of development in the future and the problem that have to be solv