Research On Customer Relationship Management Of Service-oriented Enterprises

Customer relationship is refers to the enterprise to achieve its business objectives,and establish a connection to the customer,is an important part of the enterprise marketing strategy,customer relationship management is the management measures for enterprises according to their own actual relationship with customers to.Customer relationship management in the last century at the end of 90 s,specifically is a "customer-centric" business philosophy under the guidance,by means of a variety of modern information technology,extensive collection,collation,prediction of customer demand,to provide customers with personalized service management mode,the cultivation of enterprise operation cost reduction customer satisfaction,and enhance the market competitiveness have a positive effect.Service enterprises as an important branch of modern enterprises,in the market economy play a very important role,and the service enterprise is different from the traditional manufacturing enterprises,customers to replace the product or market become the core content of enterprise,therefore,customer relationship management is especially important for service enterprises.Based on this,this paper makes a corresponding study on the current situation and existing problems of customer relationship management in service enterprises in china.By means of literature review,investigation and analysis and comparison of research methods,from the whole to the individual,from the point of the research,pointed out that the concept of Zhengzhou CX hotel customer relationship management of typical service enterprise sector information is fragmented,backward,backward management,CRM application importance is not high,and further discusses the factors of influence of service enterprises from the five dimensions of market,industry,competition,system,personnel,finally toZhengzhou CX hotel as an example to propose service-oriented enterprises to improve the strategy of customer relationship management: detailed customer classification,accurate positioning of the enterprise,the development of management principles,strengthen personnel training,strengthening the information construction,especially the CRM system construction.