Study On The Countermeasures Of Z City Tap Water Company Customer Relations Management

With the development of economic globalization,the strategic focus of enterprises is also transferred to the core customer point of view.Therefore,customer resources to the enterprise have pivotal role,and make it attract more and more enterprise attention.In our country,the management of customer relationship is mainly used in the field of communication,financial field,and in the water supply industry is rarely mentioned.Water supply industry is a public service industry,and its production and business activities are different from other industries.On the one hand,the product(tap water)provided by the water supply enterprise has the characteristics of public goods,which requires enterprises not only to consider their own economic benefits,but also to effectively fulfill their social responsibilities.On the other hand,the water supply enterprises have the characteristics of monopoly.Because of the huge investment in infrastructure construction,such as pipe network and water supply equipment,and under the control and protection of the government,enterprises in the region often implement the exclusive.This kind of monopoly of water supply enterprises the occupies a dominant position in the product and service quality,price and other aspects of the development,causes the enterprise may onlypay attention to the economic efficiency of enterprises,and ignore its social benefit and customer demand,do not attach importance to the enterprise service quality,so that customer satisfaction is low.The in view of the characteristics of water supply industry and Z City water company specific environment,using economics,business management,marketing and other related theories and methods,systematic research has been made on the Z City water company customer relationship management strategy.In the process of research,the status of Z city tap water company based on customer relationship management,and the research on customer satisfaction of the company,analyzes the main problems existing in the corporate customer relationship management;from the macro and micro two aspects,a comprehensive analysis of the company's optimization of customer relationship management of the external environment and internal conditions;and in view of the current situation of company customer relationship management and the existing problems,from strengthening the construction of enterprise culture,improve service quality,timely processing of key problems in customer service,improve the mechanism,water price follow up the time step to enhance customer service management level and other aspects of the corresponding management countermeasures,for the enterprises to improve product quality and the level of customer service,optimize customer relationship managementsystem,improve the core competitiveness of enterprises and puts forward some feasible suggestions.These countermeasures and suggestions to achieve the company "take the customer as the center" the strategic transformation plays a good role in promoting,at the same time to other water supply enterprises do a good job in customer relationship management also has certain guidance and reference value.