Research On Optimization Of Customer Relationship Management Of G Company

The types of industrial valves are very abundant and the quantity of production enterprise is very large, gradually lead to homogenization of them, the market for brand is extremely competitive. The requirement for valve increasing with customer's technology change faster; for the demands on product individuation become greater and greater, enterprises are confronted with the problem how to handle bargaining power has improved. So that, the traditional 4P marketing gradually no longer suitable for industrial valve business. Company G find its place in the field of industrial valves, with the change of market environment, company G realize customer relationship management to enterprise development importance more and more and realize that the existing customer relationship management has many problems and shortcomings. At present, company G must first solve the problem is how to fully collect the customer information, segment customer according to customer's value, fully explore the customers' value, and ensure the realization of strategic objectives of enterprises have to be consistent with customer relationship management is the chief problem to be settled for company G.This paper is to the system research about the customer relationship management of company G. The first chapter is the preface which is about main research content, methods and technical route etc. the second chapter related literature review, the related theory of CRM and generalizes the application situation of both at home and abroad, and related research summary, which has laid a theoretical foundation for the next paper. The third chapter introduces the valve industry and company's basic status, analyses on its existing environment and competition with customer service ability. The forth chapter, Find out the four main problems of the customer relationship management(CRM) of company G according to the relevant data of the third chapter, that is the increase of customer churn rate, customer satisfaction decline, comprehensive service ability is not strong, and the core customer contribution. The fifth chapter, the fourth chapter puts forward the problems and find out the cause of these problems. The sixth chapter is the core part of the paper, on the basis of the previous chapter proposed optimization scheme of company G customer relationship management, including: set up effective customer communication mechanism and efficient tracking system and efficient customer service ability and precision of the customer value evaluation scheme.