At the Era of E-business, Information Technology
Revolution has great impact on the mutual relationship
between enterprises and customers. Under E-society, which
things can be conveniently fetched, customers can easily obtain
information. Meanwhile, they are more involving in the
business process. This illustrates that we are entering customeroriented
era. Deeply understand customer needs, feedback
customer’s opinion back to product design or services on aCRM is the result from market and technology
development. CRM has always been there throughout
development of the society. However, the importance and
form of CRM differs at the different stage of the society.
Modern business theory has experienced several stages. From
production-oriented to quality-oriented, and then, to customer oriented customer oriented,
the main dynamics of these changes is keep
improving of social productivity.
On the basis of digital knowledge and Network technique,
taking innovation as the core, enterprises’ management breaks
with geographical limitation, while competition intensified intime,
provide more specialized, in-depth service, will be the key
factors lead the success of business. Under this circumstance,
CRM of modern business comes forth.