Abstrakt

The design and achievement for small and medium-sized enterprise customer relationship management

Yongyan Yang

The progress of informational technology promotes the emergence of CRM, which makes one-to-one relationship possible. The enterprises need to predict consumers ’wants and build the favorable relationship between consumers. These require managers to analyze and forecast customer information. Through these objectives, the enterprises not only enhance their skills and develop products, but also meet the demand of kinds of customers. However, compared with large enterprises, small and medium-sized enterprises could not invest a lot of human resource and funds to perfect CRM system. So based on the advanced customer management, small and medium-sized enterprises want to establish the customer relationship management (CRM) system which invest relatively little capital and is operable. The purpose of this research is to build a CRM solution suitable for small and medium-sized enterprises to make CRM in small and medium-sized enterprises more flexible. The application of CRM is to control the development of customer relationship and make customer relationship better. By renewing and identifying customers ‘ data, it can grasp the customer more accurately and timely to provide better support for enterprises to make decisions.