哈尔滨电信公司客户关系管理系统分析与设计工商管理专业论文.docxVIP

Abs Abstract Abstract In modern enterprises，customer resource is gradually becoming the most valuable assets．One of the central tasks of the enterprise is to set up customer relation management (CRM) system，computerize the management of customer information，and thus maintain and even increase the value of this most valuable part of assets．With the rapid development of Internet and computer in China，thanks to a good foundation of information technology in telecommunication business，setting up CRM system become necessary and feasible that we can find out，obtain，maintain and increase profitable customers through CRM． This article aims at designing CRM’s function of Harbin Branch of China Telecom，referring to CRM theories and the present situation and the developing trend of the CRM system in our national telecommunications companies，and to the particular applying environment in Harbin Branch of China Telecom． This article firstly analyzes the current applying environment of the system， points out problems in present CRM，feasibility and urgency of applying CRM system，and decides specific methods of the construction．Additionally，it makes detailed analysis to the system＇s demand and lays down the construction goal．The article holds that the business structure and business flows be reconstructed．It provides the estimated model of investment income in the CRM system，builds up special systematic structures to fit the business flows．Finally，in the analysis and construction of the system function，it designs，on the principle of setting up an analyzing system，the index in marketing and sales services in the model of information management function． Through the research on the design of Harbin Branch of China Telecom CRM， this article explores the line of thoughts and methods of setting up city branch ＇s CRM system of telecommunication business，in order to set a good model for a rational construction of the CRM system of our national telecommunications enterprises．The combination