A Diagnosis On The Customer Satisfaction Management For The HT Company

Customer Satisfaction Management (it refers to "CSM" ) is one of the most necessary managerial methods in the modern market economy. The author analyses the problems HT meets during its development and draws the conclusion that implementing the CSM connected the correct marketing policy is necessary for HT to live in the fierce market competition and improve persistently.There is divided into five parts. The first part is the Introduction in which the author, analyzing HT's industry background, status in quo and developmental foreground connected CSM diagnosis, puts forward the questions. In the second part, the author mainly analyses CSM theory, especially Customer Satisfaction Index and Customer Satisfaction Measurement for HT to provide the theory to solve the problems HT meets. In the third part, the author points HT's main problems by applying CSM analysis and draws a conclusion that CSM is the key to solve the problems. On the former analyzing basis, the author tables the countermeasures and proposals banded the company's operation practice in the fourth part. In the last part, the author makes the summarize prospecting HT's trade development.