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The Improved Solution Research of Yiyang Tobacco Company’s CRM System

Author: DuanXueZuo
Tutor: FuRong
School: Hunan University
Course: Business Administration
Keywords: Yiyang City Tobacco Company Customer Relationship Management Tobacco Monopoly
CLC: F426.8
Type: Master's thesis
Year: 2009
Downloads: 80
Quote: 0
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After joining the WTO , competition in the global tobacco industry is facing fierce competition CKS enormous pressure , foreign tobacco companies and cigarette products continue to pour into the market , facing domestic monopoly system gradually weakened. Therefore , customer relationship management (CRM) has become increasingly important to grasp the needs of customers , to enhance communication and contact with customers to effectively manage and maintain customer resources, is to get the key to competitive advantage . Under the current system in the tobacco industry , only to vigorously implement and promote CRM strategy , in order to improve their competitiveness and to meet the challenge . Currently, the prevalence of tobacco enterprise CRM system problems seriously hampered development of enterprises. How to implement CRM systems, and effective use of CRM systems, CRM systems to ensure that the tobacco companies challenge the market and improve the management level of the tools to become an urgent need to study and solve problems . In this paper, Yiyang City Tobacco Company as the research object , first expounded the theory of customer relationship management , in order to lay the theoretical foundation thesis . Then introduced Yiyang City Tobacco Company CRM system development direction and development of ideas, on this basis , this paper presents research ideas and research methods. Then from Yiyang City Tobacco Company CRM system construction point of view, combined with the current development strategy Yiyang tobacco companies and tobacco management mode , learn from the successful experience of building a CRM system , using the tobacco company's development strategy and CRM system construction principle of combining , Yiyang tobacco companies through the CRM system 's overall analysis , strategic planning , step by step method of combining the right CRM system Yiyang improvements tobacco companies conduct research on tobacco companies Yiyang CRM system analysis of the problems presented a sets CRM system improved solution . Finally paper describes an improved CRM system safeguards , respectively, from the technical safety , organization and leadership , personnel selection , and industrial and commercial synergies in four areas to make a detailed analysis . By Yiyang City Tobacco Company CRM system improvement program of research, the company CRM system has been further improved and more practical , can effectively help companies achieve marketing goals and better serve our customers and to provide some strategic decisions for the company basis.

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