Customer's Satisfied Model And Study On Customer Satisfaction Management

Today.enterprise market environment change constantly, market internationalized degree raise constantly, the market competition is more complicated and fiercer. Such severe situation has not merely brought the opportunity and challenge to existence and development of enterprises, have put forward the new demand to management philosophy and management level of enterprises too. So, the management practice of enterprises under the new situation needs guidance of the new theory urgently. The severe situation of the market competition impels enterprises to realize customer's importance to enterprises unprecedentedly, and " flattering" the customer's best method is to make the customer satisfied. Improving customer satisfaction, the most basic way is to " meet the demand effectively ". In fact, understanding customer demand is difficult, because the customer often fail to express all his demands completely sometimes and some demands are implicit. So, enterprises must set up a kind of management mode , which can " catch " customer's demand constantly and accurately.And this management mode have the ability to satisfy the demands through the improvement and innovation,then,the customer will be satisfied for longer. This kind of management mode is that the customer satisfaction management, abbreviated as CSM.CSM is one kind of enterprise's management mode.which regards the customer satisfaction as the core , which bases on information technology and regards customer satisfaction index and custumer satisfaction measurement as the main tools. This text analyses concept of customer of CSM at first, and expand the customer's epitaxy greatly and chooses the enterprise's target consumer through the way of subdividing customer. Then, through analyzing the formation mechanism of customer satisfaction, it will confirm which customer's information that enterprises need understanding and which actions are needed to adopt to satisfy customer. Then, enterprises must set up a set of participating in wholly management systems.Thismanagement systems will " listening attentively to and measuring the customer constantly --explaining and studying --improving and innovating " in order to " catching " customer demand information and taking the improving measure constantly, thus impel customers to be satisfied.