Customer Service Market Research Group Strategy Development Training Centre

The training center was established in October of2002, reformed from the formerPost School. The training center aims at the service concept of always take care of ourcustomer with the best service.The center provides all kinds of training and managing service for staff membersfrom the communication operators and othe institutions and companies, with anaccumulated profesional training perience, a complete training facilities, standardtraining management and a high qualified teachers team.Along with the development in recent decade, the center has had greatachievements in income, profit and customer numbers. But with a more severecompetition the center gradually lost its advantages in customer source and cost control.How to rid off the current dilemma for the training center? This is a question the articletakes a serious analysis and stduy on, from the angle of market development strategy ofgroup customers, and tries to find out the right way to the future development of thecenter.This article used PEST analysis tool, Porter’s five forces model and SWOTanalysis technology to carry out the strategic analysing on the training center, and theresult reveals a presence of an internal advantage and a disadvantage, and coexistence ofan external opportunity and threat of the training center. The combination of internaland external key factors is complicated.For a healthy development in the severe marketing competition, the training centershould put group customers in the first place, to optimize business structure and set upits own brand effect and competitive advantage, in order to enhance its profitability. Adifferentiation strategy should be chosen in future development. To keep cooperativetraining going and to enhance profitability, based on assurance of essential gainings.The main problems in the strategy implementation the training center should overcomeare how to keep up current income and how to develop further to increase profitability.Finally, the study proves that the training center should do the following works to enhance its core competitiveness: highlight differentiation and focus on key customerswith main business items, and realize a coordinative and balanced development in everybusiness. Also to improve hardware resource, support system construction and optimizehuman resources, in order to presents its own advantages in this field.