The study on small and medium-sized enterprise customer relationship management

Abstract

The enterprise should have the full implementation of the thought of CRM, through the excitation training mechanism, and it as an important component of the enterprise culture. For small and medium-sized enterprise two aspects merit special attention, in the implementation of the enterprise information management. The first is to establish a operation organization of customer orientation and attention to the company's external resources, make each customer oriented company personnel clear case, make each department company cooperates in customer relationship management and the concerns of the bright the demand of the customers. The second is to establish excitation system, to make every personnel to meet the different needs of customers, try to make the new customers that personnel resource management, in the customer relationships. It can give workers receive additional work, and consciously accept and execution of customer relationship management (CRM) systems. Therefore, the overall concept of customer management in the company can be changed. © 2012 Springer-Verlag GmbH.