Research On Customer Relationship Management Of PY Company’s Decoration Integration Design Project

With the high-quality of the society and economy,people pay more attention to the quality of life and the quality of home decoration.As is known to us,the market of architectural decoration demands constant change and adjustment.There are many new houses and second-hand houses to be decorated every year.It shows that this is a very huge decoration market.Meanwhile,the standards of consumption is rising with the increase of per capita disposable income.Especially the home decoration.PY company is a small startup in Shi Dian county Baoshan city Yunnan Province.The company occupies a certain advantage in decoration based on the huge market in architectural decoration industry and the growing of the customer requirements.Especially the company own the resources and technology.However,the company is inexperience in the customer relationship management which leads to the customer is unstable.The topic is mainly focused on customer relationship management according to the development decoration market and the current situation of company.Based on the literature,the topic analyzes the customer relationship management according to the idea of raising,analyzing and solving problem.We summarize the opportunities,merit and demerit of the company by using the literature material method,analysis method and the method of combining theory and practice.Then using the theory knowledge of Customer Relationship Management and Human Resources Management to analyze the industry environment,market demand,competition and so on.Then put forward to the current situation and problems of company’s customer relationship management from customer classification to customer satisfaction and loyalty.In the end,we should give opinions to improve the management through customer segments,improving mechanism and transformation model.The consequence has practical significance and value to the company’s development.Based on the research of this topic and the current situation of company.It shows that the company should follow the process of customer relationship management which from the establishment to the maintenance and finally to the rescue of customer relationship.Collected customer information and customer segments from different channel.Then established a database and grasp the customer relationship in order to choose and develop new customers.At last,the company should improve the organization and add to the service center.It can achieve the satisfaction from the improvement after-sale,mechanism and the quality of employees.At last it can achieve “customer loyalty”.