Research On The Improvement Of J Company's Customer Relationship Management

The development of Internet technology has penetrated into all aspects of life,and the scale of network users has also been increasing,and then the network business activities have also undergone major changes.Especially in recent years,a variety of network forms,such as B2 C,B2B,C2 C and so on,have attracted a large number of people's line of sight.Through the use of new forms,businesses carry out marketing campaigns on the basis of network sales to achieve corresponding revenue.Network marketing has become one of the most profitable channels for current businesses.More and more network enterprises pursue the value maximization while adhering to the "customer orientation".Therefore,customer relationship management(CRM)has become a key issue for modern enterprises.The emergence of customer relationship management is not only the requirement of the economic environment,but also the requirement of the upgrading of management concept.The goal of customer relationship management is to maintain a longer and deeper relationship between an enterprise and its customers,and to promote the development of the enterprise and the competitiveness of the enterprise.J company is one of the largest business enterprise,the status of customer relationship management has a very typical representative of the electricity supplier,this paper takes J company as an example,to study the personal customer relationship management.The main contents of this paper are as follows: firstly,this paper introduces the theory of customer relationship management;advantage benchmarking J competitor taobao.com in customer relationship management,customer relationship management of J company existing problems are summarized,the main problems existing in the management of the relationship between J's personal customer value customer segmentation and find the shortage the lack of scientific management of customer,customer behavior data acquisition,the third party logistics service is not in place;then we found the problem by using the theory of customer relationship management are analyzed and put forward improvement strategies,the main strategy is to optimize the customer classification of J company,adjusting the strategy of customer relationship management,improve the construction of information service data system.Perfect customer service management system to solve the existing problems in customer relationship management;finally to J company For the long term development,the continuous improvement plan of customer relationship management is put forward,that is,strengthening the whole life cycle management,adjusting the internal operation mechanism of enterprise,and adjusting the coping measures according to the management mode of competitors' users.As one of the customer relationship managers of J company,the author studies the improvement of customer relationship management of J company,which will play a guiding role in the optimization and continuous promotion of customer relationship management of J company.