Research On Customer Relationship Management Process Optimization Of HD Group

Since the 21 st century,most of the enterprises in the domestic market have gradually changed from the traditional management mode to the modern enterprise management mode,and the core of modern enterprises is the market,product and financial three plates,in which the market can be subdivided into marketing,sales,customer,service and other aspects.Among them,the customer is the necessary resource of the enterprise and the value flow direction,so the maintenance of the customer and its relationship management is also the necessary task of the enterprise.HD group,as the leader of domestic cable industry,has experienced rapid development in recent years,but also encountered various difficulties in market and customer relationship management and maintenance.It is very important to solve these problems for the enterprises that are committed to become the industry benchmark.HD group was founded in 1991,starting from cable.In the past,its customers were mainly state grid,railway and other customers,with a single customer source and a certain range of competition.With a large amount of national investment in the field of infrastructure in 2008,a large number of enterprises in the market have been guided to participate in relevant fields,and HD’s customer categories have been rapidly expanded and developed,as well as other competitors.For customers,there are more manufacturers and opportunities to choose,and fierce competition leads to a gradual decline in the industry’s profit margin.Not only that,because of the past brutal and rapid development,HD group’s management of customer relationship can not keep up with the changes of the times.The root of the problem is that there are great problems in the internal process of the enterprise.In this paper,HD group customer relationship management process optimization before and after the status comparison,to cut into the study.Through the questionnaire method,guidance technology and process management tools to sort out and describe the past customer relationship management process and problems of HD group,and sort out the business blueprint.On this basis,after screening,it focuses on the analysis and research of several processes.Guided by the thought of process optimization,this paper analyzes and studies the existing problems from a certain theoretical height,puts forward a practical and effective process optimization scheme,redesigns and optimizes the nodes and relationships of the process with the method of ECRS analysis,and takes the organizational change mode as the framework,reasonably adjusts the organizational structure,integrates and simplifies the operation process,builds a sustainable training and assessment mechanism The construction of information platform for collaborative work and other aspects to take safeguard measures.It can ensure the effective and sustainable development of enterprises after the optimization of customer relationship management process,help enterprises improve competitiveness,expand market share,and become the industry benchmark and actual case sample,which has certain reference value.