Study On Customer Relationship Management Of Haizhiyuan Creative Packaging Co.,Ltd. E-commerce Platform

With the rapid development of Internet technology,e-commerce platform emerges at the right moment,and the market competition with customer flow as the core is increasingly fierce.How to transform customer flow into stable customers has attracted the attention and attention of enterprises,and thus spawned the customer-centered business philosophy.And emphasize the customer as the center must deal with the relationship between the customer and customer,strengthen customer relationship management.Customer relationship management takes customer needs as the guide,regards customers as the resources of the enterprise,strengthens the communication and interaction with customers,and pays more attention to customers themselves.Perfect customer relationship management is conducive to improve customer satisfaction,so that customers can continue to provide value for the development of enterprises.Haizhiyuan creative packaging co.,ltd.specializes in the design,production and sales of creative packaging products,the company has opened its own e-commerce platform.However,the current customer relationship management of the platform is not attached much importance to,and the management is not perfect,which affects customer satisfaction.Therefore,this paper studies the customer relationship management of the platform.Firstly,on the basis of a large number of literatures,the domestic and foreign literatures were sorted out and summarized to understand the cutting-edge research results.Next to the source of the sea,analyzing the present situation and problems of electric business platform include platform management,products,services,etc.,through personnel according to the practical investigation and interview to understand company customer relationship management present situation,thought the sea electric business platform for the source of customer relationship management(CRM)there are some problems at present,including the backward concept of customer relationship marketing,customer classification management is too simple,customer information mining are insufficient,lack of customer relationship management system;Then,it puts forward the optimization countermeasures of customer relationship management from four aspects of customer identification,customer differentiation,customer interaction and personalization.In terms of customer identification,collect customer information comprehensively,and at the same time increase the promotion of the platform;Customers distinguish aspect,based on the principle of scientific,comprehensive and maneuverability,basic information from the customer,value evaluation,credibility and loyalty four aspects selected 10 indexes,set up the sea electric business platform for the customer the source of index evaluation system,according to the customer according to the score standard be divided into class A and class B and class C and D class four grade;Customer interaction,regular product promotion activities and various forms of daily management activities;In terms of customer personalization,enhance product innovation,improve service quality and provide differentiated services;Finally,in order to ensure the implementation of the strategy of customer relationship management optimization,it puts forward the safeguard measures from four aspects: concept,organization,system and technology.The specific measures include changing the concept of platform customer relationship management,clarifying the functions of comprehensive relationship management department,establishing and perfecting the system of customer relationship management and the information system of customer relationship management.The research in this paper can provide references for the e-business platform customer relationship management of Haizhiyuan company,solve the problems existing in the current customer relationship management of the platform,improve the customer stickiness of the platform,and improve the customer loyalty.At the same time,the study of this paper can also provide reference for the same type of e-commerce platform customer relationship management.