Customer Management Research Of Jining Postal Branch

Jining postal branch as a state-owned enterprise, its business model and now still retains some characteristics of the planned economy era, the company’s core operating process is still a "production and services," it is clear that the requirements of this concept and development of market economy does not match the company’s operations should be "customer-centric", including the products and services offered, etc., all customers should be at the center. This requires the company to implement internal reforms, in the form of composition, research and development, service projects, and the new model should gradually toward the direction of coordinated and built in line with the development needs of the customer relationship management platform as soon as possible. Based on literature analysis, empirical analysis and other research methods, based on qualitative analysis and quantitative analysis methods, Jining City Post office customer management for the study, based on customer management theory outlined in the analysis of Jining City Post Branch customer segmentation and customer management status, conduct Jining City Post office customer value assessment made in Jining City Post office customer segmentation and customer management strategies, develop Jining City Post office customer management safeguards to optimize Jining City Post Branch customer management, and promote the sound development of Jining City Post offices also provide a reference for other similar companies customer management.Specific studies divided into the following sections: First, the introduction, an overview of the research background, purpose and significance, research status and speed assessment, research ideas and methods, research innovation; secondly, customer management related theoretical foundation, provides an overview of customer value, customer segmentation meaning, analyzes the meaning and role of customer relationship management, explores the customer value, customer relationship management contacts; Jining City Post office customer management situation analysis section, from the marketing organization mode, basic system construction Situation analysis of customer relationship management Jining postal offices, postal believe Jining Branch customer management needs to be strengthened existing management philosophy, science and technology information technology to be optimized, the imputation of data is not high; fourth, Jining City Post points customer value evaluation section, constructed Jining City Post office customer value evaluation system to determine the index weights were Undimensionalization calculated Jining City Post office customer value; fifth, Jining City Post office and customer segmentation customer management, customer value based on the Jining City Post office customer segmentation of Taurus customers, clients diamonds, platinum customers, gold customers, customer growth, potential customers, clients tasteless, gravel customers, and to develop appropriate customer management; first Sixth, Jining City Post office customer management safeguards section proposes Jining City Post office to promote marketing system, innovative customer marketing model, the implementation of customer integration management and other safeguards; Finally, the conclusions of this paper, to realize the significance of this paper.Through this study, Jining postal branches offer different services to customers according to their own imposed differentiated service policy. General business customers to provide basic services; on the part of a loyal customer to provide quality services; on the part of the customer has a high development value of providing a positive development services; on the part of the Advanced Client provides VIP priority service. Jining postal branch through these differentiated services approach effectively enhance customer satisfaction, and maintain their own resource consumption at a low level. Jining postal branch imposed differentiated service approach not only reduces the enterprise resource consumption, but also can effectively improve customer satisfaction, so this service model has been related to business management and customer recognition. Further Resource Allocation Jining City Post office and customer communication system has also improved customer satisfaction, and enhance the competitiveness of enterprises in a certain degree.