Research On Customer Relationship Management Of LY Company

With the development of Internet technology and Internet penetration rate in China,more and more people are inclined to shopping online,which brings huge market of e-commerce development.LY is an enterprise engaged in the sale of middle and high end home products.In 2013,it opened an e-commerce department and developed online and offline business.But in 2016,along with the slow growth of the online shopping market and the shrinking of the home building materials market,the sales volume of LY company was stagnant.Behind that,the merchants had to compete fiercely for the sake of competing for customers,which made the enterprises have to re-examine customer relationship management.This article examines the current status of customer relationship management of LY,the external environment in which LY company conducts customer relationship management,and existing problems by reading relevant documents and issuing survey questionnaires.Find out the basic situation of the current LY company development through field investigation.Based on the analysis of the company’s business environment and customer relationship management status and development goal of customer relationship management of LY company,and the company in the way off,customer orientation,customer strategy and customer lifecycle application 4 aspects make optimization scheme,especially the company now benefits are basically concentrated in order to large customers mainly in the high-end market level.Based on the characteristics of its own products and services,the company should meet the needs of a wide range of e-commerce consumers and further enhance the market share of the company’s products.The research has important reference significance for the customer relationship management of e-commerce enterprises and home enterprises.