Evaluation of Customer Relationship Management’s Performance under Networked Manufacturing

Abstract

Networked manufacturing is an advanced manufacturing technology, and efficient customer relationship management is critical for networked manufacturing’s resource allocation and scheduling. Evaluation of customer relationship management’s performance under networked manufacturing and effective optimization measures are preconditions for improving on CRM’s performance. Development process’s quality, operational process’s quality, customer relationship’s quality and emergency ability are critical factors of CRM’s performance under networked manufacturing. Evaluating CRM’s performance should build index system based on these four factors and make grey correlative analysis combined with analytic hierarchy process. The performance evaluation way proposed is feasible and effective, and combines the advantage of quantitative analysis and qualitative analysis.