客户关系管理在cg公司中的应用探析

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1、户服务中心体系和网络拓扑结构，公司的客户服务中心系统与其他信息系统的整合，公司的客户服务中心运行效果分析与启示。本文是基于笔者在CG公司从事信息化建设的工作经验，从CG公司管理现状和实际需要出发，做出关于CRM在公司中的应用探讨与分析。CG公司在体制改革后，在管理上提出了开展服务创新和成都市的燃气客户资源开发的要求，而本文所作的探讨分析也正是服务于公司的管理发展需要。当然，要建立好一套完善的CRM信息平台还有着很长的路要走。笔者希望本文除作为提供给CG公司的CRM与CRM系统的建议外，还可以为其他城市燃气行业的企业的CRM建设提供一个参考

2、。由于笔者水平有限，不妥之处，恳请各位教授、专家不吝赐教。关键词：客户关系管理(CRM)信息系统CG公司AbstractCGcompanyisoneofthefirstfewdomesticcompaniesspecializingincitygasdistribution．Withtheconcessiongivenbythegovernment，CGcompanyundertakesnaturalgastransmissionanddistributionforChengducity．Ononesidecitygassupplyisa

3、specialtradeinanaturalmonopolyplacewithregardtomarketcompetition，ontheothersideasapublicservicecompahy,theserviceobjectisthepublicandtheservicequalitydirectlyconcernstheimageofthegovernmentservingthepuMic．Underthebackgroundofmonopolyoperation，howtofurtherimprovethepublics

4、ervicequali哆isacommonconcernofthegovernmentandaUthemanagemofCGcompany．Especiallyin2004CGcompanywentthroughsystemtransformationandwastransformedintoajointventurefromtheoriginalstate—ownedenterprise．WhethertheboardofdirectorsOrthemanagingdirectorsorthecompetentauthoritiesal

5、lmakehighermanagementdemandsonCGcompany．ThisartideattemptstoprobeintotheutilizationofcustomerrelationshipmanagementsysteminCGcompanystartingwiththemarketenvironmentandmanagementdemandfacedbythecompanyThemaincontentincludesthedesignandimplementationofCGcompany’Scustomerrel

6、ationshipmanagementsystem．Theconcreteutilizationofcustomerservicecenter,thecoreofCGcompany’Scustomerrelationshipmanagementsystemisanalyzedindetail．Thearticleconsistsoffivechapters：ChapteroneCGcompany’Sbackgroundandthemarketenvironmentisintroduced．Anurgentrequirementofcust

7、omerrelationshipmanagementsystemwasmadeonCGcompanyduetotheopportunitiesandchallengesfacedbyCGcompany．ChaptertwoThemeaning，backgroundandbasictheoryanddevelopmentsituationandMISofthecustomerrelationshipmanagementisintroducedfromtheconceptofcvstomerrelationshipmanagement．Cha

8、pterthreeThedesignandimplementationofCGcompany’Scustomerrelationshipmanagementintroduced．Abluepr