The Empirical Reseach Of E Company’s Customer Churn Problem

In the time of oversupply leading customers, customers can easily change the different supplier. To meet customer’s demand which has been difficult to retain customers, supplier who can continue to surprise customers with service providers will get more customers’favor and repeat patronage.Direct crisis of the testing and certification industry is to reduce the customer, and competition of more intense inter-industry also contributed to the generation of a round of price wars. In this massive crisis, most injured party is private third-party testing organization. The private third-party testing organization not only detected own business, but also part of the business to be attached to the detection of foreign bodies and state-owned testing organizations. Faced with fierce competition in the market, as well as foreign-owned testing organizations, private third-party testing organization try every method expect to stand out in this crisis. Therefore, in addition to expansion of laboratory qualification of the company, how to improve satisfaction of customer, to increase customer loyalty, and to reduce Customer loss has been followed more and more interest, so the customer relationship management has also been put on the agenda.In this paper, through the theory of marketing, customer relationship management theory, large customer marketing theory and strategic management theory, to analyzes the status quo testing and certification industry, to defines terms related theories related industries, as well as customer relationship management. Then, analysis of the basic situation of competing private third party testing and certification company E’s leads to the description of E’s customers and customer flow, and then necessity of E’s proposed questionnaire survey of customer satisfaction. Through the questionnaire design, collection and analysis, customer satisfaction measurement and analysis of the value of these questions defined the issues of concern to the customer, and explained them who are the company’s valuable customers. Through Analysis of customer satisfaction and a number of considered important factors, the reasons for Customer loss are understood. Subsequently, corresponding solutions are proposed in order to resulting problem of customer churn E, and the implementation of customer relationship management system to establish the processes and results of preliminary use are described. Finally, this paper describes the conclusions of the study, and objectively analyzes the shortcomings and future prospects of this research study.