| After WTO, the platemaking industry of our country is developed towards scale, group direction. Platemaking technology becomes more detailed, deepen. New technology and new platemaking emerge in an endless stream. The focus of the competition has been no longer limited to the low cost, offered the products and service to the customer high-quaintly. The more important thing is that enterprise can meet customer's demand and win the confidence of customer better than the rival, and turn the temporal customer into the long-term customer, turn the long-term customer into the loyal customer all the life. The service has already become the focus of modern platemaking enterprise's competition, become the new point of growth of profit of enterprise, this makes enterprises pay close attention to the customer, to the customer's value ,and to the customer's need.So, on the basis of the current situations of platemaking enterprises, this subject analyzes the background of platemaking enterprises, probe into the customer's diversification for the question that enterprises bring .It is introduced to customer's relation management theory. The subject makes a concrete analysis of the classification for the customers of platemaking enterprises. And on the basis of customer's loss, the foundations of the customer satisfaction and loyalty, the subject have put forward Customer's tracking-files administrative system which is suitable for platemaking enterprise's own development and takes customer satisfaction as goal and customer as the centre. Meanwhile, we design this system: This system is divided into four major subsystems which are the subsystem of customer's data management, the subsystem of communicate and management, management subsystem in customer service, subsystem in customer satisfaction. Every subsystem has designed meticulously. Finally, we appraised to customer's tracking-files administrative system for the guidance function that enterprises brought through the analysis of the above. |
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