Customer Relationship Management In Top-grade Chinese Restaurant

With rapid progress of society, the prosperity of economy and the increasing celebrations of high-quality feast, more and more Chinese food industries tend to pursue high standard. Top-grade Chinese restaurant has arisen to meet the demands of high-level consumers. As the advent of customer-oriented era, people pay more attention to the relationship between customers and enterprises than ever. The key to success for top-grade Chinese restaurant, which has been proved, depends on the satisfaction of customers to the products and services, which restaurants provide, and the efficient supervision of the relationship with customers, which could ensure the content of customers. Maintaining the long-term and good connections with customers could create new advantage of competitions. The objectives of this research are applying the theories and methods of CRM to the management of restaurants through combining top-grade Chinese restaurants and CRM selectively and creatively. In order to make customer relationship management further specialized and classified, hence CRM could be adaptable to top-grade Chinese restaurant, the major task of this dissertation is to discuss how to gain more stable, more rewarding financially and more profitable relationship with customers, afterwards construct a complete CRM framework of top-grade Chinese restaurant based on above.In terms of the general content, it introduces the appearance, the present situation, the meaning, the strategy and the assurance system of CRM respecting to the aspect of top-grade Chinese. Then it goes on to analyze the connotation concerning the main topic, such as the description of top-grade Chinese restaurant, customer value, relationship value, the whole process of customer relationship management in top-grade Chinese restaurant etc, some of which reflect original idea. So far as the heart of this dissertation is concerned, the tactics part aims to make some pioneering and innovative thinking, which includes: Customer information management is the basis of customer relationship management; Differential relationship strategy illustrates the ideology crucial to customer relationship management, that is distinguishing profitable customer and then paying much more attention on them; Highly -customized service tactics show the quintessence of customer relationship management in Chinese top-grade restaurant; Expectation-Plus tactics is the skeleton key to successful service; Converting customer complaints to customer loyalty is reestablishing relationship with customers after making mistakes.The theoretic contributions of the study mainly consist in two aspects: At first, customer relationship management is obviously a rather new subject. While solving the theoretic and practical problems of customer relationship management, the study will enrich and improve the relevant theories. Then at present due to insufficient relevant reference, this research offers a special point of view, which offers a paradigm to the-Abstractlatter researchers who want to further study this field. As to the practice contribution, the study is significant in that it provides theoretic support and decision-making guideline, in the meantime; it also offers a new solution for the CRM software company, who will benefit from the new ideas in the further research and development.