Title :
On influence of CRM on enterprise performances
Author :
Xuecheng, Zhang ; Yunxiao, Wang
Author_Institution :
Network Center, Qufu Normal Univ., Rizhao, China
Abstract :
This paper analyzes CRM(Customer Relation Management), enterprise performances and performance evaluation theory firstly. Then by using BSC(Balanced Scored Card) and traditional financial performance evaluation method and CRM, the paper puts forward the new evaluation system which can improve enterprise evaluation level, discusses the influence of CRM on enterprise performance. At last, the paper summarizes the strategy which will enhance enterprise performance through improving CRM level, describes the concrete operation methods of every link.
Keywords :
customer relationship management; financial management; performance evaluation; BSC; CRM; balanced scored card; customer relation management; enterprise evaluation level; enterprise performances; financial performance evaluation method; performance evaluation theory; Control engineering; Data mining; Mobile computing; Technological innovation; Web sites; Wireless communication; CRM; enterprise perfomance; evaluation system;
Conference_Titel :
Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC), 2011 2nd International Conference on
Conference_Location :
Deng Leng
Print_ISBN :
978-1-4577-0535-9
DOI :
10.1109/AIMSEC.2011.6010666
