W Company's Customer Satisfaction Study

On the scarce resource society, customer satisfaction will realize the enterprises competitive advantage. Attention customer satisfaction is not only update management pattern , but also enhance their core competitiveness for a enterprise on the cruelty competition .Thus, consumption concept have been changed completely .Their focus is shifting from exterior factor, such as product quality, brand, price, to interior factor including service ,communication psychology. For the changing trend, corporation can collect customer information timely. After analyze , coordinate and excavate customer perceived value, we can exactly find demand of the client and communicate with customer in time by effective manner. By provide product or service with personality,humanize service and heighten customer satisfaction, enterprise may meet customer multiple demandOn the basis of the comprehensive analysis and combine shortage of"W company"customer relationship management(CRM), This thesis can points out pertinence solution methods. The methods may use advanced CRM and manage theory in corporation practice effectively. And the conclusions of the paper have a universal significance as well as high application value, while enhancing their core competitiveness .