Customer relationship Management(CRM) is the combination of the three import element: the customer, the relationship and the management. It is a new management system which is to improve the relationship between the customers and Enterprises. Through the implementation of CRM，Enterprises could strengthen the communication with customers, and meet the needs of the clients much more better. At the same time of holding retention of existing customers, companies could mine the potential customers further more.
This paper analyses the examples of Xingyu Hotel, Lishui, Zhejiang. At first, gives the hotel an investigation about the environment around the hotel, through customer segmentation, customer loyalty survey, found the result of the customer relationship management of Xingyu. At last, combined with the theory of customer relationship management, point out the customer relationship management-building programs about Xingyu Hotels.
