Research On Customer Relationship Management Of A Company

With the development of China's society and economy,labor and manufacturing costs have risen rapidly in recent years,which makes the development of some traditional industries difficult.The industry needs the upgrade and reform urgently.Not only the economic environment has changed,but also the market environment changed continuously.The customer will not only focus on the price and quality of products,but also pay more attention on the services,when they choose the suppliers.Now the market has not been the original seller oriented,but has changed to a buyer oriented market.The only way to ensure the stable development of enterprises is to establish a harmonious and lasting relationship with the customers.This situation requires the modern enterprises to more focus on the transfer from products to the market and then ultimately focus on the customers,all the decisions and strategy should be related by the customers,needs.For an enterprise,the customer is fundamental,the companies can get the long-term profitability only when they maintain a good relationship with the customers.Now the management of enterprises have recognized the importance of customer relationship,realized customer relationship will have a direct impact on the enterprise performance,therefore,how to manage the relationship with customers,how to improve customer satisfaction,and how to prevent the loss of customers are the problems which are thinking about by the entrepreneurs.In this paper,we will make company A as a case.The writer will come up with the improvement methods based on the full understanding on the related theories about customer relationship management,which can help A company realized the problems they are facing and improve the management skill about customer relationships.The main issues for company A are unclear customer segment issue,low customer satisfaction and customer loyalty,bad internal communication,the writer will come up with the improve customer relationship management strategy and support system,include customer segment,the plan to improve customer satisfaction and loyalty,sales team building plan and enterprise culture building system.The final purpose is to prevent the erosion and improve the sales performance of the company.