Lenovo Group Shandong Partition Customer Service Strategy

Current laptops increasingly fierce market competition, increasingly homogeneous product, the focus of competition from cost-effective price war led war.As domestic brands in the enterprise channel structure, cost control and has great advantages, according to the rapid development of the market adjustment direction and strategy, the first time the consumer value of its products passed to the consumers, thereby winning time difference advantage. In addition, faster replacement products, product prices are more reasonable, forming a local brand with international brands advantage. But not all the decisions for local brand advantages, a corporate real core competitive advantage for customers is the key to creating greater value services.Currently, the domestic notebook computer industry's development strategy from product-oriented to customer-oriented and improve users'satisfaction, as enterprises increase their core competitiveness of important ways. Meanwhile, the notebook computer market for after-sales service customer requirements of the increasingly high. It can be said that any good service concept must pass an excellent after-sales service platform to achieve. This is in line with the current focus of competition in the market by the IT technology and products and services to application changes.Lenovo Group is an international technology company engaged in developing, manufacturing and marketing high-quality IT products and professional IT services. Give Lenovo Shandong district is mainly directed against the government, education, business, industry, finance, post and telecommunications, energy and transport sectors that seven PC product sales, with a focus on notebook computer sales. Give Lenovo from the Shandong area since its establishment on the one hand, as a domestic concern of the most economically developed computer licensing in the Shandong, sales success in recently years in sales momentum. On the other hand, even the best products will have quality problems. Many large customers after-sales service satisfaction is not very high. After-sales service of large customer apartment of Lenovo Shandong area that there is still great room to development, which has become Lenovo Shandong area need to examine the issue. This paper first describes the current domestic notebook computer industry background to the development of proposed improvement district Lenovo Shandong large notebook computer customers the importance of after-sales service.Then, from main opponent analysis angle, we analysis the exterior environment of Lenovo Shandong Division; according to the value of after-sales service and marketing, and other services theory, the paper analysis customers after-sales service organization and management, the implementation of conditions of service, service marketing conditions of the Lenovo Group in Shandong area of the internal customer after-sales service, and we point out the importance of strengthening the management of after-sales service customers.Third, through analysis of the customer's after-sales service satisfaction investigates questionnaire, from the angle of the one index sign, the paper analyzes the major manufacturers of aftermarket customers, the largest customer after-sales service and maintenance locations understand way, the customer is the computer satisfaction with after-sales service, the maintenance of customers on all aspects of computer, a pair of rival computer makers customer aftermarket service satisfaction, and Lenovo Shandong Division rival analysis perspective, the Lenovo Group of Shandong area of the external customers; on the other hand, from the the angle of comprehensive index sign measurement, the paper analyzes the difference of the expectation, total satisfaction, loyalty experienced industry of the seven greatest professions type large customer's after-sales service to the computer company, makes the company understand the large customer of different profession type to the circumstance that after-sales service be satisfied with.and the paper has indicated the direction to the company on how to adopt the homologous service strategy to large customers of different profession type.Subsequently, on the basis of the analysis, articles from the customer after-sales service-oriented strategy, the after-sales service to competitors mode selection, internal after-sales service strategy and measures three aspects of the district development Lenovo Shandong large customer after-sales service strategy.