The Study Of CRM In Quality Inspection Institutions

With the development of the economic society, our country has become a world manufacturing power and the quality inspection market has been keeping widening. As a result, the foreign inspection authorities and private capital entered our inspection market, which made the competition in quality inspection market become so intense that the situation of our country’s inspection authorities was far from good with relying on the government. The customer has become the most active and critical factor in the third party inspections, accordingly the strategy of customer relation management becomes extremely important in inspection authorities. Therefore, the quality inspection should pay high attention to the relationship with the customers and improve the customer loyalty by fostering the capacity of build good relationship with the customers and strengthening the customer relationship management.This article intends to have a systemic analysis on the problems of inadequate attention to the customer relationship management, unclear classification of the customer and incomplete links in the customer relationship management as well as use the theory of customer relationship, customer behavior theory and communications theory. This dissertation will divide the process of customer relationship management in inspection institutions into three parts: the communication process, building trust process and realizing value process. In the communication process, author emphasized the analysis on the features, advantages and interaction way of network communications and puts forward the customer communication models. Furthermore, the meanings of building customers’trust will be stated and the strategy of promoting the customers’trust will be offered in this process. Then this dissertation discussed the structure and factors of customer value, present three models of realizing network customers value: push model, pull model and push-and-pull model. On the basis of the analysis of existing research achievement both at home and abroad, this dissertation explored the models and processes of customer relationship management in quality inspection institutions in the modern era. Author put forward the strategy of improving the customer relationship management in quality inspection institutions which has practical significance in formulating good customer strategy and forging core competitiveness.