Application Research Of Customer Experience Management In Online Education

Customer experience management is along with the deepening of economic and social development of a customer management method and characterized by refinement, standardization and individualization. While online education as a new technology to achieve through the network of education activities, the growing characteristics of the business model with the integrated application of customer management theory with the possibility and necessity. In recent years, China has begun to emerge a large number of online education website, after just a few years of development, has become a force to be reckoned with in the field of national education industry. Thriving scene is encouraging the development of the industry, but as the business model of online education, how to attract and stable customer to consume education products become the major type of this kind of "experience" online education operators in developing problems had to be taken into account. Using the advanced management concept to long-term development of online education is more and more important.In through the literature survey method is presented in this paper on line education development evolution and the theory of customer experience management, on the basis of elaborating the theory of customer experience management and development situation of online education website operation, and through the analysis on the current online education website in operation in the actual application of customer experience management situation investigation and analysis, it is concluded that at present a lot of online education has begun from the customer contact, product service, customer management and customer service application experience, but as a result of the online education development of our country is still immature, together with the customer experience management in the practical application of online education is lack of corresponding specific path, the method of site in practice lie in the imperfection of the customer contact with the early stage of the enterprise, customer participation is not strong, the customer value get maximum are no problems, due to the current domestic online education website in the application of customer experience management practice has not yet made good application effect, the author through the theoretical research and practical investigation and analysis, in view of the present online education in the practical problems existing in the application of customer experience management, grasp the goal customer demand, customer demand directly, excavate potential demand of the customers, focus on customer behavior differences, provides the high quality efficient products and services of customer experience management application and the specific implementation of online education practice path and method.