Research On Customer Relationship Management Of JY Engineering Consulting Company

Engineering consulting industry is an important part of modern service industry and a leading industry for national economic and social development.It plays an important role in improving the scientific investment decisions,ensuring the quality and benefit of investment construction,promoting sustainable development of economy and society.Engineering consulting belongs to the service industry,which is based on technology and provides intelligent services of consulting and management for the entire process of economic and social development,investment construction project decision-making and implementation.It is a comprehensive use of multidisciplinary knowledge,engineering practical experience,modern science and management methods.With the development of the and technology,it comes to information age.Many complex data have begun to enter the public's vision and be used through the Internet.It is much easier for the customers to access resources through various ways.At present,the business philosophy of many enterprises has shifted from product-centered to customer-centered.At the same time,the way in which market competitiveness is reflected has also changed from market share to customer share.As the research object,JY Engineering Consulting Company is a small and medium-sized enterprise.Although it has more than 20 years of qualifications,with the increasing number of customers in the competitive engineering consulting industry,the operating becomes more difficult.As a service company,the customer relationship is a valuable resource,without customers,there is no value of the company.At present,JY Engineering Consulting Company still adopts backward traditional methods for customer information management,which leads to inadequate customer relationship management,poor management effect,and low efficiency;moreover,the customer business information in the hands of a few project elites will inevitably lose with the resignation of technicians,causing incalculable consequences.Therefore,it is necessary to enhance the customer relationship management,improve customer satisfaction and customer loyalty.To lay a good customer foundation for the future development of JY Engineering Consulting Company.This article studies the macro environment of JY Engineering Consulting Company by PEST analysis,using relationship marketing,customer classification,customer satisfaction,customer loyalty,IDIC model and ACSI model,and then,systematically summarizes the problems of customer relationship management in the Company.Based on relevant materials and questionnaire,the author analyzed the causes of the Company's specific problems in the customer relationship management.Finally the dissertation proposed relevant strategies for improving the efficiency and effectiveness of customer relationship management.It is hoped that the results of this study will not only be helpful for JY Engineering Consulting Company to improve the efficiency and effect of customer relationship management,but also have certain reference value for similar enterprises in the same industry.