Research On The Customer Service Management Process Optimization Of LD Company

In recent years,with the advancement of science and technology,the social economy has been developing rapidly,and the market competition among enterprises has become increasingly fierce.How to realize the growth of enterprise benefits under the new market environment is a difficult problem that every company needs to solve.More and more enterprises,while attaching importance to product development and technological progress,also pay attention to the level of customer service management.Improve the quality of customer service management,optimization of customer service management process,and can enhance customer stickiness and improve customer satisfaction and loyalty,so as to realize long-term and stable development of enterprises.In this context,in order to adapt to the changes of the macro market environment and the needs of the development of enterprises,the core competitiveness of many enterprises has been gradually transformed from product sales to service management.On the one hand,by business process reengineering,the enterprise can through the way of simplify the production process,in order to simplify the management of management methods,combined with the key business process diagnosis and improvement of the enterprise,the integration of enterprise internal and external resources,so as to maximize the production efficiency of the enterprise.On the other hand,the enterprise also through optimizing customer service management process,to simplify the process of enterprise services,set up take the customer as the center of the core service concept,to include production activities involved in the service link in enterprise within the scope of business process reengineering,and optimize the enterprise production management system.Management scholars both at home and abroad,through continuous exploration and development,customer relationship management theory and business process reengineering theory,around the enterprise customer service management process optimization question,has carried on the related research.And customer service for the theory of reengineering process model in enterprise’s production practice,combined with the specific situation of the enterprise development,absorbing the experience of enterprise business process reengineering,improve customer service management process,and gradually formed can be applied by the of all kinds enterprise customer service management process optimizationmethod,so as to meet the needs of all kinds enterprise sustainable development.This paper takes Shanghai LD energy conservation technology co.,LD as the specific research object,combination of current situation of the development of the company’s customer service,LD company service object of customer types,carding LD company customer service related content,analysis of current LD company customer service deficiencies existing in the management process.Set LD company customer service management process optimization goal,optimization of LD company customer service management process design,in the customer service management process optimization in the process of actual operation,the specific implementation measures and guarantee measures needed to,contrast group before and after the company customer service management process optimization degree of the improvement in business conditions,so as to evaluate the effect of customer service management process optimization.Conclusion LD company customer service management experience,in the process of process optimization for LDcompany further optimize customer service management practice basis,also for the subsequent related to customer service management process optimization to provide a theoretical reference.This paper is divided into four parts and six chapters on the optimization of customer service management process.In the introduction,the background,research significance,research methods and contents of this paper are expounded,and the technical route of this paper is also designed.In theoretical basis and literature review part,the paper introduces the theory of customer relationship management and business process reengineering theory related content,and the foreign scholars and domestic scholars on customer service management process optimization of carding and reviews related research,determine the research direction.In the core of the thesis,there are three chapters.First of all,the couplet company customer service management present situation analysis,the paper introduced the development of LD company,scope of business and organizational structure,LDcompany on direct and indirect customer,channel customers three different types of specific service content,analysis of LD company existing shortcomings in the course of customer service management.Secondly,couplet company customer service management process optimization design,setting the optimization goal,and the customer information management,sales process management,after-sales service management,and other specific customer service management process optimization design accordingly.Thirdly,couplet company customer service management process optimization scheme of design to carry onthe concrete implementation,through constructing process optimization of organizational structure,select service process optimization tool,the system service management system,improve the customer information feedback mechanisms such as security group company of the implementation of customer service management process optimization scheme.Finally,put forward the evaluation system of customer service management process optimization,and evaluate the effectiveness of the service management process optimization.In the conclusion part of the paper,the following research revelations are obtained through the study of the optimization of the customer service management process of LD company.One is the enterprise in the process of customer service management process optimization,not blindly imitate the practice of other enterprises,need combined with the specific situation of the research enterprise,targeted optimization scheme is put forward.The second is that the service innovation of enterprises is the same as product innovation,which often requires high cost of change and has certain risks.The third is the enterprise customer service management process problems,insufficient recognition of its roots in corporate services to customers,the only real establish customer-focused service consciousness,in order to fundamentally solve the problems existing in the management process of customer service.The fourth is to optimize the design process of the customer service management process of the enterprise,and the optimization plan should be optimized without changing the basic customer service management process.In the conclusion part,the limitations of the research are also analyzed,and the future development and possible research direction of the enterprise are prospected.