Desigh And Research On The Implementation Of The Customer Management System Of ZB Company Communication Testing Service

With the gradual improvement of the quality of products in the domestic enterprises, the gradual opening of the domestic testing market, testing organizations in the continuous development and growth, which led to the detection of market competition. Communication test market dependent on the continuous development of the telecommunications industry growth, And the testing agencies provide services also have higher requirements. Communication detection mechanism in the development of facing many opportunities and threats, also has a lot of advantages and disadvantages, how to overcome the small scale, low efficiency, customer service is not in place, the customer management level is low, is communication testing agencies to seek further development to solve the key problem. Communication detection institutions are in urgent need of the introduction of advanced and scientific management ideas, set up to customers as the center of the service concept, through the implementation of customer management to improve many problems brought by the traditional management mode, improve customer satisfaction and loyalty, in order to improve the enterprise sales profit, improve the competitiveness of enterprises is the ultimate goal.ZB company communication test center was founded in 1989 and in 2007 can be restructured, is mainly responsible for communication cable, transfer distribution equipment, power equipment, Postal Stationery four major categories of a total of 56 varieties of product inspection, Jiangsu province important with communication products into the network test qualification of monitoring bodies. With the opening of market testing, many of the testing agencies to join market competition, testing center of the exposed tissue structure backward, customer management level low, serious loss of customers and other issues, a serious impediment to the development of enterprises, implementation of customer management to improve customer management level is imperative. Based on the detailed elaboration foundation in the theory of customer management. Introduce the external macro environment and use the five forces models of the industry environment of in-depth analysis, and also testing center of in-depth study of the ZB company customer management status and conduct a SWOT analysis of the system, thus according to the actual ZB detection provided specific customer management system design and Implementation.ZB testing center of the company as the research object, business relations status of in-depth study of the ZB company testing center and conduct a SWOT analysis of the system, thus according to the actual situation to develop ZB company test center of customer management design and implementation, and for customer management implementation given the problems that occur in the process of the suggestions. Hope that the customer management design and implementation of the program will have a certain guiding significance and practical value to the customer management of the communication testing industry.