Research On Customer Relationship Management Of B New Energy Technology Company

With the effective control of the domestic epidemic,the market economy continues to warm up,commercial competition has returned to people’s vision.After experiencing rapid development in recent years,B New Energy Technology Company also faces new challenges.In order to cope with the fierce market competition environment in the future,it is very important to build a sound customer relationship management system.At the beginning of the establishment of B New Energy Company,the launch of the"531" New Deal in 2018 led to the closure and bankruptcy of a large number of companies in the industry that relied on the national subsidy policy for profit.Under such a background,B Company seized the opportunity to rapidly expand the scale,seize the market share and realize the overtaking at the corner.However,since the 14th Five-Year Plan,the central government has clearly put forward the long-term goals of "carbon peak" and "carbon neutral".With the rapid warming of wind energy,water energy,solar energy and other clean energy markets,all kinds of capital have begun to enter the field of clean energy,and the market competition is surging.With the gradual expansion of the company’s business area and the rapid increase of personnel in recent years,the company’s shortcomings in customer relationship management have gradually become prominent.Based on the core theory of customer relationship management,this paper uses PEST and SWOT analysis tools to conduct a comprehensive analysis of the internal and external environment of Company B and find the causes of the problems.Combined with customer transfer value theory,IDIC model,etc.,to seek suitable solutions.Through the analysis,this study believes that Company B should establish a CRM system,improve the relevant systems,from the management level to the front-line staff to enhance the importance of customer relations,and at the same time,improve the training system,enhance the professional skills of employees,and develop customer quantitative scoring standards.Standardize the operation process,standardize and streamline the work of customer information collection and demand mining,in order to achieve the best new effect of understanding customers;In the later stage of communication with customers,personalized services will be developed by combining the results of the first stage and comprehensively drawing on the results of customers’ ratings.