Research On Customer Relationship Management Of Bidlink Company

The aim of implementing CRM is to well maintain the relationship between customers and enterprises, so that more profits can be achieved. Through CRM, the enterprises'resources and the daily process can be organized effectively; more information can be shared at the same time, thus not only customers can be served more accurately, but also their satisfaction and loyalty can be improved accordingly.Based on the reality and existed problems in BIDLINK, this article analyzes the trade character and competition environment, brings forward the CRM solution to BIDLINK.Main problems BIDLINK face may be clarified as incomplete customer information, no differentiation among customers and ineffective measure towards customers'satisfaction. According to these three problems, after looking up lots of books, this article puts forward the solution to BIDLINK's problems.First, setting up a complete customer database. With complete database, all the relative departments can get comprehensive understanding of the customer, which'll facilitate their work greatly.Second, carrying out customers'differentiation and serving different customers with different serving style and content.Third, Finding out main factors influencing customers'satisfaction through investigation.Fourth, Setting up the appraisal system of customer satisfaction through PDCA cycling.Fifth, Increasing the staffs'loyalty to decrease the customers'losing.Based on BIDLINK's reality, this article brings forward the suggestion to improve BIDLINK's CRM through setting up complete customer database, increasing customers'satisfaction and improving customers'loyalty. So that BIDLINK can keep the competition advantages all the time. And I hope this article is a helpful reference when other company carries out customer relationship management.