P Tobacco Enterprise Customer Relationship Management Research

In today’s society,with the continuous and in-depth development of market economy,the market competition becomes even more intense.In every industry,the strength of customer relationship management and follow-up service is a key element to the enterprise’s survival and long-term development.In China,the tobacco industry always play an important part in supporting economy and make a major contribution to the state’s finances.However,the tobacco still maintains its monopoly business model.Under the background of market’s demand and market’s power,It is difficult to adapt to the current market rules accepted by the public if there is no any change and improvement.As a big producer of tobacco,The relevant state management departments should continue to advocate and require market-oriented,improve the mode of operation and pay more attention to customer relationship management.This paper takes P tobacco enterprise as a sample and studies how to build a retail customer with a tobacco monopoly relationship management system as the theme of research.According to the actual marketing environment and combined with the theory of customer relationship management,it analyzes the background and current situation of customer relationship management.At the same time,it conducts tobacco customer satisfaction survey in P tobacco enterprise area.This paper concludes in order to further adapt to the needs of development of the market economy,and improve their own core competitiveness,P tobacco enterprise should take advantage of the current information technology achievements,use the convenience of internet and the advantages of e-commerce development.Change the traditional marketing model of cigarette,make it more effective integration of the modern service industry trend.Establish a set of customer relationship management system for their own.