The relationship of the customer can define in brief for: the process that can make a profit with the customer through obtains, keep and increases. a set of forerunner's management thought and the technique means first, it passes to carry on the human resource, the business process and professional technique availably to be integrated, and involved to each realm of the customer or the consumer to provide a perfect integration for the business enterprise, making the need that the business enterprise cans be lower cost and satisfies customer more high-efficiently.
The customers relationship management to bring into China from 1999.But currently, our country tobacco industrial business enterprise hasn't yet succeeded to carry out the case example that customer manages, but the customer's relation management will no doubt that has it’s careful science and huge performance. The key to its successful, in addition to having an opposite of more mature market environment, and the implement of the before the event, at the event, after the event that might have a set of methodology of science to guide.
This text introduced customer management related to its concept and background with the domestic and international research condition, analyzing tobacco in Guangzhou bureau the problem existed in the processing of dealing customers relationship. Also put forward the importance to how to implement customers relationship management, think about tobacco in Guangzhou bureau that carry out what are the methods among customers management and path choice should be following several aspects: Set up the customer's idea, raise characteristic service, executive the exhibition service, build up an customer satisfaction management and the service system of the customers’ information database, improve customers and promote customers’ service towards the quality of managers’.
