Research On Optimization Of Customer Relationship Management Of AC Company

According to Maslow's hierarchy of needs,people always advance to a higher level of needs after meeting the needs of a lower level.People usually rely on spiritual satisfaction after material satisfaction,while the pursuit of spiritual level is often accompanied by the pursuit of beauty and contact with the broader world.In the 21 st century,economic globalization and regional economic integration have become the themes of the development of all countries,and English,as the most widely used language,is indispensable in expanding its vision to the world.Due to the contradiction between the limitation of school English education and people's urgent needs,English training companies have emerged and developed.The support from relevant government departments brings not only rapid development opportunities but also fierce market competition and threats.The North American Educational Group,specialized in the field of private education in the 1980 s,began to enter the China's mainland market in 2003 after achieving good results in foreign countries,and set up a branch company—Company AC in Changsha in 2006.The entry threshold of education and training industry is low,and the homogenization of products(services)is serious.Company AC,by selling its own system of educational service concepts,educational guidance methods,overseas service and English cultural experience,knows that only by grabbing a larger market share and winning more customer resources,can it gain more profits.It is of great significance for Company AC to make decisions quickly and take the customer optimization management as the breakthrough point to improve its management level,optimize the management structure,deepen the stickiness with customers,realize the maximization of enterprise profits and complete the effective allocation of enterprise resources.The global economy is fluctuating but keeps moving forward.In such a market environment,the training industry is also booming.As far as a homogeneous training service industry is concerned,it has seized the opportunity to win and retain customers.Similarly,for Company AC,this paper,by conducting research from the perspective of its own customer relationship management,aims to find the existing problems on the basis of the current customer relationship management,propose the optimization methods,and continuously improves to achieve the goal of optimizing the customer relationship management system of Company AC.Data method,model-building method,literature citation,questionnaire method,citation and examples,theory combined with practice and other methods can help better study the existing problems of Company AC's Customer relationship management(CRM),its optimization strategy and method,as well as the later relevant measures to ensure the sharing of Company AC's CRM system.Starting from the theoretical knowledge,the environment of Company AC is the relevant factor.Since Company AC has recognized that the customer is the biggest competition point,and the customer relationship management department is the object of the company's full development and optimization,the concept of "customer first" is bound to run through all the staff of Company AC.In order to understand the ideas of its customers,Company AC collects relevant customer data to prepare for the later customer segmentation,and specifically sets up a customer survey.The recycling of customer surveys shows many problems,and the part that the customers are not satisfied with deserves the attention of Company AC.If there is a problem,we need to solve it,such as using the customer model to subdivide different types of customers.Due to the different customer values and the limited resources of Company AC,it seems necessary to achieve resource preference and focus on core customers.In addition to core customers,major customers,ordinary customers and developable customers should also achieve targeted management optimization.For the special service product of education and training,the loss of customers is inevitable.The statistics of the customer survey form show many problems,and the part that the customer is not satisfied with deserves the attention of Company AC.The optimization of customer relationship management is not just a matter of one person and one department,but the whole staff of the company.Company AC should cooperate and offer help,and the management should insist on and set safeguard measures,so that the optimization of the customer relationship management system of Company AC will continue to develop healthfully.Compared with the traditional operation mode,the implementation of the new scheme will inevitably bring new results.This paper,by focusing on customer satisfaction in the results,can identify possible risks while achieving the results are achieved,so as to provide direction for the next round of optimization.This will allow Company AC to achieve greater competitive advantage while looking to the future outlook,and hope that through research can help Company AC achieve efficient and effective operation of resources and customer relationship management optimization,and hope to provide some reference for the customer management of other subsidiaries of the same North American Education Group and other companies in the same industry.