Research On Customer Relationship Management Of J Company

With the rise of a new round of scientific and technological revolution,the Internet of Things(IOT)has developed rapidly worldwide.By 2020,the global IOT market is expected to reach $1.9 trillion.In China,intelligent transportation,smart home,intelligent manufacturing and other emerging market open,the connected network terminal equipment.J company is facing more and more competitive pressure in the communication module industry.For J company,it is necessary to build a scientific and reasonable customer relationship management system.On the theory of customer relationship management,the paper first puts forward the background of the research,the significance of the study,the literature at home and abroad,the research methods and ideas are summarized and put forward.Secondly,it expounds the relevant theoretical basis,including the connotation of customer relationship management theory,the development of customer relationship management theory,customer satisfaction theory and loyalty theory,IDIC model and theory.With the two strategic theories of PEST and Porter's five-force model,this paper analyzes the industry status of the communication module industry and industry chain where J company is located,and proposes the challenges and threats that the company needs to face,and summarizes the competitive environment of the industry.Then,the current situation of J company's customer relationship management was analyzed.The questionnaire survey method was utillized to investigate the status quo of customer relationship management,and summarized the problems of J company's customer relationship management.In response to the present situation and existing J company customer relationship management issues,this study believes that J company needs to build a CRM foundation,conduct customer differentiation analysis,strengthen customer interaction,and pay attention to customer customization,so as to fundamentally promote the effective development of customer relationship management.Finally,the corresponding safeguard measures are proposed for the specific situation of J company,including the aspects of customer relationship management personnel,special financial expenses for CRM implementation,customer relationship management system,and system management.The article concludes with a summary of the limitations and future research prospects.