The Analyzing and Modeling to the Customer Relationship Chain Management
承载供应链管理的客户关系链管理分析与建模

Beginning from the shortage of CRM(customer relationship management) and demonstrating with success practice example, the paper introduces the concept of "Customer Relationship Chain Management", then analyzes it to show such chain is the support of current SCM(supply chain management). Also we model it with Markov chain, and compute and analyze the model in simple cases, then point out the enterprise's lost if neglected the customer downstream. Finally, we analyze a supply chain example with the thought by analogy.