ZHX Corporate Crm Research

With the rapid development of social economy and the increasing market competition,enterprises are facing more and more pressures and challenges of survival and development.As an important resource for enterprises,customer resources play an immeasurable role in the survival and development of enterprises.With the wide application of modern enterprise management model,the concept of customer-centered enterprise management has been recognized by more and more enterprises.In enterprise management,customer management is a major focus.Customer resources are very important survival resources for enterprises,and also the core support for enterprises to obtain healthy and sustainable development.Therefore,building friendly and lasting cooperative relationship with customers is of great significance to enterprises,and it is better to base itself on the market,constantly expand market share and improve its own synthesis.Effective magic weapon of combining strength level.Henan ZHX Environmental Technology Co.,Ltd.(hereinafter referred to as ZHX Company)is engaged in centralized collection and transportation of hazardous waste,harmless disposal and environmental protection project investment.At present,the market competition environment of enterprises is constantly changing.In order to better adapt to the market situation,enterprises pay more and more attention to customer relationship management.However,at present,ZHX company still has a series of defects and shortcomings in its customer relationship management.In this paper,based on customer relationship management theory,customer value life cycle theory,customer loyalty theory,customer satisfaction theory and other related theories,through the questionnaire method,ZHX company customer relationship management survey and survey results analysis,including questionnaire design,questionnaire issuance and recovery,reliability and validity test,descriptive statistics,survey results analysis;The survey found that the current situation of customer relationshipmanagement in ZHX company was investigated and implemented,and the problems faced by ZHX company in customer relationship management were systematically analyzed and studied.The results showed that the main problems were reflected in four aspects: insufficient attention and attention paid by company managers to customer relationship management;serious customer churn;lack of differentiated services;lack of service intention of the company.Knowledge.Starting from the specific problems and according to the actual situation of the company,this paper finds out the deep-seated causes of its customer relationship management problems,and puts forward effective solutions,countermeasures and suggestions,including enhancing the awareness of the whole staff of the company in customer relationship management,doing a good job in retaining lost customers and evaluating their value,implementing the differentiated service strategy guided by customer needs,and establishing and perfecting customer dimension.Nursing system and process,implementation of customer classification management,establishment of customer management data information base and other measures to improve.