Abstract:

With the rapid development of new economy, China lubricant enterprises urgently need to implement effective Customer Relationship Management (CRM) to win the market. By constructing and applying CRM, lubricant enterprises can keep their old customers and find potential customers, so the profit and core competitive power of lubricant enterprises can all be increased. In this paper we optimized the traditional sales process of China lubricant enterprises, designed a new business process reengineering (BPR) and built a pyramid model of CRM application tactics. The new BPR can be helpful for effectively CRM implementation of China lubricant enterprises.

Introduction:

In the 21st century enterprises are finding themselves in a complex and increasingly competitive market. With the rapid development of modern science and technology, the core of the booming new economy has been regard as fulfillment of customer’s needs. M. Hammer, the founder of BRP (Business Process Reengineering) theory specifically remarked that what we call new economy is precisely customer economy [1]. Customer Relationship Management (CRM) [2-6] has been a shared concern for the experts at management and a wider business community.