Research On The Optimization Of Customer Relationship Management In S Educational Institutions

S Education and Training Institute was founded in 2014,which is an offline education and training chain located on the track of high school education.At present,it has established three campuses in Huludao City.There are four teaching modes:1V1,1V2,1V3 and class,with 1V1 as the main one.At present,there are 57 employees and nearly 400 students,who have helped nearly 1,500 college entrance examination students realize their college dreams.In the past two years,due to the increasing number of similar educational institutions near the institution and the vigorous development of online educational institutions,the number of students in S education and training institutions who originally formed a good reputation between students and parents decreased year by year,and the market competition became more intense.For S education and training institutions,strengthening and improving the level of customer relationship management is undoubtedly a practical and effective management way to improve the market competitiveness of institutions.In this paper,the customer relationship management of S education and training institutions is taken as the research object,and the problems existing in customer relationship management of S education institutions are analyzed through the questionnaire survey of customers: poor customer acquisition ability,serious homogenization of customer service,low efficiency of customer maintenance and insufficient satisfaction of customer personalized needs.Through in-depth interviews with employees and combining with the specific situation of the organization,the causes of the problems are found: lack of innovation in customer acquisition methods and channels,lack of clear customer segmentation,inadequate customer maintenance and lack of personalized customer service platform.Finally,from four aspects:customer identification,customer differentiation,customer interaction,and personalized service,this paper puts forward the improvement strategy and implementation guarantee of optimizing institutional customer relationship management.According to the research of customer relationship management in S educational institutions,this paper improves the current customer propaganda ability,understands the actual needs of customers,improves the level of customer service,improves the working efficiency of institutions,provides personalized services for customers,and comprehensively improves the level of customer relationship management in S institutions.At the same time,it helps to broaden the application scope of customer relationship management theory.At present,there are relatively few applications of customer relationship management in education and training industry.This paper hopes to provide help for future research in related fields.