Abstract inadequate ability to develop new customers; low customer service quality; poor information technology service. Second,through analysis of the above six problems and research on relative documents,a questionaire that applies to SF’s customer relationship management has been designed. By analysing the data of questionaire,the paper finds out the influencial factors to the problems like lack of hierarchical management measures; the customers’poor satisfaction with policy price; untimely handling to the complaints; inadequate information transmission by business personnel; low perception of products and services from customers; unclear customer value identification and insufficient motivation of customer development; inadequate terminal teaching and activity planning; inadequate support for information system services. Third, aiming at problems and influencial factors the paper puts forward some ideas about hierarchical management and some measures and advices concerning the following aspects. We should implement customer hierarchical management,inovate alliance platform and smooth feedback channels, master customer information and satisfy customers’needs, identify customer value and open up sales channels, strengthen terminal services and improve service quality,promote information construction of customer relationship management. 【Key Words】 customer relationship management; customer hierarchical management; customer satisfaction; customer value; relationship marketing 【Thesis Type】 Application Research III 目录 1 绪论 .............. 1 1.1 研究背景 .............. 1 1.2 研究意义 .............. 1 1.2.1 理论意义 ..........