Research On Customer Satisfaction Degree Of The International Marketing

As an example of oil engineering enterprises,Corporation A of CNPC,its Customer Satisfaction degree has been taken into consideration for studying.This paper is attempting to find out the existing weakness and gap through its engineering service project for various oil companies(clients)in the international market for years.The major causes and factors have been obtained by case studying,interviewing and questionnaire inquiring.Afterwards,the related measures and corrective improvements follow respectively.Having being analyzed the current status of Corporation A,it can be observed that insufficient communication mechanism,low quality of custom perceived service,information asymmetry and unsatisfaction of corporate employees(Internal Customer)are the major causes that have affected its overall customer satisfaction degree.Based upon the analysis,consequently,it's suggested that Corporation A of CNPC adjust the CRM strategy by reforming the organisation structure to highlight the key role of its CRM,by which all matters related to customers shall be resolved effectively and punctually,enhancing the custom-service awareness to motivate all employee's initiative in the respect of product and service,optimizing the communication channel to mitigate the information asymmetry in order to minimize the likelihood of adverse effect on customer relation and improving the satisfaction degree of internal employees in order to promote the customer satisfaction degree in the end.