实施CRM，提升企业的核心竞争力

with all the various professions competition increasing, the enterprise gradually to realize the important of customer satisfaction，CRM which takes the customer as the central customer relations management arises at the moment. The article has discussed the implication of the CRM and the value chain management form the management strategy angle view, as well as the core of carrying out the CRM. From the angle of the enterprise rebuilding the value chain of the CRM and Cisco case research shows that CRM regarding the promotion enterprises core competence ,enable the enterprise to have continues the function which the competitive advantage has cannot be substituted.