The Study Of MCSC Company Customer Relationship Maintenance Strategy

With the rapid development of the social economy,the market competition is becoming more and more fierce.In order to ensure that the market share is not crowded,and to maintain sustained competitiveness and sufficient ability to resist risks,it is necessary not only to work hard on the quality of products and services,but also to Work hard on the maintenance of customer relationships.Because the gap between quality and price of similar products or services has become smaller and smaller,the only difference is the service itself.With the differentiation and diversification of customer needs,customers are increasingly demanding services,and the quality that customers experience is often more important than the quality of the product itself.Therefore,to maintain customer relationship and focus on the "customer-centric" business philosophy is an important part of the company's attention.The MCSC company in this paper is a state-owned enterprise with large-scale material trade circulation.After entering the era of market economy,we have consistently maintained the inherent business ideas,conservative thinking,improved service capabilities and levels,weak customer service awareness,and adopted the same maintenance strategy for all customers.Enterprise resource allocation seems to be balanced,but unreasonable.Customer satisfaction is not high,and the competitiveness of enterprises is not strong.It gradually shows the phenomenon of insufficient development stamina,and the operating efficiency is not as good as before.To this end,this paper takes MCSC's customer relationship maintenance strategy as the research object,and from the related theory of customer relationship management and maintenance and the domestic and international research review,it deeply analyzes the company's business status,customer relationship maintenance itself and maintenance guarantee.the customer value evaluation model is used to evaluate the customer value of MCSC's existing customers.According to the current value and potential value of the customer,Existing customers are broken down into 4 types.At the same time,through customer satisfaction survey to grasp customer needs,and based on the different characteristics of the four types of customers in the current profit creation,credit,loyalty and influence,targeted development of different customers Relationship maintenance strategy,on the one hand,motivates customers to continue to play their existing advantages,on the one hand,formulates corresponding constraints and incentives,helps and guides sub-high value customers,potential value customers and low-value customers to develop into high-value customers and fully tap all customers.The development potential,and strive to achieve the goal of maximizing the efficiency of enterprise resources.Finally,in order to ensure that the customer relationship maintenance strategy plays its due role,this paper also has a series of safeguards,namely,establishing a customer relationship management system;establishing a "customer-centric" service concept;strengthening customer relationship improvement work;opening customer complaint channels and strengthening employee assessment efforts;increasing the infrastructure of the new park Measures in five aspects,including construction efforts,ensure the implementation of customer relationship maintenance strategies in both software and hardware,and have achieved practical results.