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Customer Relationship Management (CRM) is a managing ideology and method emerged at the end of last century, which uses information technology, through scientific and rational work-flow optimization, in-depth customer analysis and integrated customer service, to satisfy customers’personal demand, raise clients’satisfaction and loyalty, strengthen the relationship of clients and firms. Currently, CRM has been gradually applied to Chinese financial, telecommunications, aviation, manufacturing, and other industries. Chinese tobacco industry, deeply characterized as high concentration of administrative and productive managements, implements the management system of unified leadership, vertical management and monopoly franchise. But as China’s market-oriented reform and opening up, the constant deepening of the process, and the global tobacco-control movement running high, tobacco enterprise’s defects are gradually exposed, such as weakly core-competitiveness, poor self-sustained development, lower customer satisfaction, and so on. Therefore, applying CRM to tobacco business management, and analyzing how to bring customer relationship management into effect, is an inevitable choice for the sustainable development of tobacco industry.First, we describe the historical evolution of market sale and the theory of CRM, showing that currently, on the condition of dominant buyer’s market of customers’personal demand, CRM is the effective theory and methods for the development of market economy, enhancing customers’satisfaction and loyalty, and the long-term development of firms.Second, we put forward the current status and existing problems of our tobacco industry, and then systematically evaluate the value of implementation of CRM in tobacco industry, showing the inevitability and necessity for carrying CRM into execution in the tobacco business enterprise.Finally, we made an analysis on the characteristics of tobacco consumer market in Sichuan, and the situation of relationship management in Sichuan tobacco firm to find out problems in application. Meanwhile, by combining theory and practice, and using advanced CRM Theory as the guide, we also design a comprehensive and systematic way to improve the implementation of Sichuan tobacco Customer Relationship Management. They will be inducted on three aspects: retail customers, industrial corporations customers and consumer customers. It provides substantive recommendations for Sichuan tobacco companies on how to further implement CRM effectively, and also give them help to achieve goals such as”by the type of monopoly to the service monopoly", raising customer satisfaction and loyalty, and increasing the core-competitiveness.
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