The current customer structure characteristics of aviation scientiifc research institutes were analyzed, put forward the problems existing in customer relationship management(CRM). Taken the typical CRM practice as an example, analyzed the CRM organization structure, working process and implementing ways, proposed that aviation scientiifc institute must establish the enterprise culture of customer center, standardize the customer service system, construction information platform, to provide better service and enable enterprise obtaining the biggest beneift.%对目前航空科研院所客户结构特点进行了分析，提出客户关系管理（CRM）存在的问题，以典型的客户关系管理实践为例，对其CRM组织结构、工作流程和实施途径进行了分析，提出航空科研院所必须建立以客户为中心的企业文化，规范客户服务体系，建设信息化平台等，以为客户提供更好地服务，使企业获取最大利益。
展开▼
