The Research Of CRM In Xi-An QinHua Limited Natural Gas Company

Xi-An QinHua Limited Natural Gas Company serves as a social-welfare-orientated gas enterprise, reconstructed into a joint-stock company. Recently, this company has made a great development in this industry. But with the state policy of monopoly has been changed, some new substitutes has arisen and some intrinsic limitation of the company resulted in super challenge as well as the drawbacks left by the state-owned managing system. Facing great pressure, by study CRM applied in company, this article carried out a detailed analysis of service for the customers and tried to solve two key problems, improving customer service level and increasing operation efficiency.Firstly, This article introduces the research background and meaning, current research situation at home and abroad, the research content & methods and states the related theory and concepts of CRM appraisal. Secondly, based on the actual investigation and interview, it analyses and summarizes the current situation, existing problems and reasons and it points out the necessity of individual CRM appraisal in the company. Thirdly, The article carried out a detailed analysis of the service for the customers, presenting problems and reasons based on the above-mentioned theory. The paper maps out the developmental plan of establishing managing relationship among customers, analyzes the managing strategies of the corporation based on the perceiving-value model of the customers. Lastly, utilize optimizing tools to optimize and reengineer operation process to improve customer service. At the same time, this article put forward how to evaluate CRM system implementing effect in customer service key index system and concreted method.From the angle of true war operation, this text is studying the specific performance of customer relationship management in Xi-An QinHua Limited Natural Gas Company . This way offer solution way of thinking with method,Which can help the enterprise acquire Vitality and promote the competitive advantage in complicatedly of economic environment.