山东华鲁制药有公司的CRM应用.doc

山东华鲁制药有限公司的 客户关系管理 姓名：***** 专业：***** 班级：***** 学号：***** ************ 2011年5月  山东华鲁制药有限公司的客户关系管理 摘 要 在医疗体制改革日益深化的今天，越来越多的制药企业认识到了客户对于企业发展的重要性，如何做好客户关系管理被认为是提高企业竞争力的重要手段。CRM（Customer Relationship Management,客户关系管理系统）就是为制药企业解决这个问题开出的一剂良方。 山东华鲁制药有限公司是山东省重点医药企业之一，公司以生产大输液系列产品为ey pharmaceutical enterprises,the company’s main pruducts is the big transfusion series products,and the big transfusion ranks first in China. However,with the pharmaceutical market price competition is intense，the main raw materials，rising costs of salaries，the company economic efficiency continues to drop．Faced with increasingly fierce competition in the market environment，especially can reflect to the customers precious. Therefore，how to improve customer service capability in short-term period is another approach to enhance Chinese pharmaceutical company’S capabilities．Customer Relationship Management(CRM)is not only a new management mechanism to improve enterprise and customer relationship，but also an advanced information technology system．Many foreign pharmaceutical companies ale convinced of CRM benefits to them． The article expounds Core management philosophy and development history of CRM,and‘demonstrates the significance of CRM implementation to Chinese pharmaceutical enterprises.The main research method: refer to the relevant literature theory of customer relationship management review;constructing model method and investigation method determining the evaluation index and weight; adopt empirical analysis demonstrates the scientific and effectiveness evaluation indexes. The research of the article includes the results and conclusions of authoritative institutions and a real business case of CRM implementation in Shandong Hualu Pharmaceutical Co.,Ltd. After fully exchanges of business departments and information department , Deeping our understanding of the CRM ideas and solutions for the understanding and the understanding. Therefore this paper will manag