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Along with the global management, every vocation in the world began to face the problem of what more and more customer resources of enterprises struggle and strive for goal. What makes high quality and the level of new management concept, computers and Information Technology skills to intensify the management of enterprise customers. So as to create more enterprises profit present enterprise management has become an important problem for customers. Therefore, most enterprise begin to pay attention to strengthening the organization of customer relationship management content, actual situation, seek to external environment management ideas and changeable at present. Customer Relations Management(CRM) is conform with the most modern environmental changes and enterprise management needs a management information system, influence and an applicable range, such as many big companies、small and medium-sized private enterprises, etc.Therefore, this paper mainly uses the quantitative and qualitative analysis, combining the method of customer relationship management theories with the research of the company, BS customer relationship management, makes company customer relationship management status and the problem which is existing,puts forward the BS company customer relationship management should improve the countermeasure and the suggestion. But the problems needing attention which is this thesis mainly BS, although company as an example, the customer relationship management research and puts forward related to suggestions and strategies, but it also due of damping equipment industry with internal resources situation how to analyze customer management problems which exists. Specifically, this paper mainly include the following aspects: One is the key analysis of this research background, significance and the analysis of the status of research at home and abroad, and then explain the dissertation research contents, methods and framework for further research and investigation and analysis to study the background, Second, the key of analysis customer relationship management research, such as the theoretical basis of customer satisfaction, customer value, customer lifecycle, etc. Customer relationship management research related concepts, such as the definition of customer relationship management and the definition, characteristic and classification. The third point is analysis the characteristics of large scale power equipment and the development trends of technology, find out the problem which is exist during develop in order to decide the direction of development in the future. Fourth, analysis of the actuality in the BS company customer relationship management, the point is to research the characteristic、processes and analysis a way to improve the case. Fifth, BS company customer relationship management is a safeguard measure and an implement improvement measure, such as the conception of customer relationship management, coordinating the relationship between business and technology, strengthen the company leadership department, making customer service team manager, formulate strict inspection and stimulation, establishing learning-oriented organization construction, customer-oriented enterprise culture, establishing the reasonable evaluation system of customer relationship management, etc. Sixth, for BS company customer relationship management improvement effect evaluation, mainly adopts balance score card key performance indicators, and performance evaluation method based on comprehensive analysis of fuzzy hierarchy fuzzy effect analysis and assessment for the implementation effect, pointed out the future direction of development and improvement of direction, This paper studies on summarized in point seven, and puts forward the limitation and research.
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