Research Of Customer Satisfaction And Management Of DLCP Company

To implement Customer Satisfaction Management is an essentially need for upgrading of enterprise management philosophy and management mode. Also it is important factor to increase core capacity or an enterprise in competition. With significant changes in modern consumption ideas, people set more and more focus on added values of products such as service and mental satisfactions while concerning common factors of products including feature, brand and price etc. Customer Satisfaction is a direct and comprehensive reflect of products or service provided by a enterprise and its staff. It is also be treated as a kind of customers recognization to the enterprise, products, service and staff. To fit this trend IT companies shall gather customer's feedback on time and provide customers with customized and individualized service through analyzing, organizing and studying customers' feedback information to meet customer's mental demand and improve customer satisfaction degree.After analyzing current Customer Satisfaction in DLCP company this thesis points the shortages in implement of Customer Satisfaction Management and put forward Customer Satisfaction management solutions through wide survey and deep analysis of Customer Satisfaction Degree and put the solutions into practices. To result in the solutions the author of this thesis deeply studies three aspects in Customer Classification, Service Strategy and Communication Strategy. The implement of the solutions in practice really improve the Customer Satisfaction Degree and increase the competitive ability as well. It is also a helpful research in IT industry to apply the Customer Satisfaction Management.