| China’s tobacco industry is facing various challenges,including restrictions on high-tar cigarettes consumption due to policy regulations,changes in consumer habits,increasing tobacco control measures,and a decline in smoking and consumption rates.Additionally,the economic downturn,factory closures,and the decline of the construction industry have resulted in a reduced number of consumers,making cigarette sales difficult.Furthermore,the emergence of new tobacco products has posed a threat to the traditional cigarette market.Therefore,tobacco companies operating under a monopoly system need to enhance their customer relationship management to improve their sales performance.The study provides a detailed introduction to the profile and current customer management status of the X-City Tobacco Corporation.Combining customer satisfaction theory,questionnaires,interviews,and in-depth analysis were conducted on the customers.It was discovered that the company’s customer relationship management has issues such as the need to broaden the channels for customer information collection,outdated customer segmentation systems,room for improvement in customer service levels,and a lack of customized supply deployment.Based on the IDIC model and customer value theory,this thesis proposes a series of optimization strategies,including expanding data collection channels,strengthening customer segmentation strategies,achieving intelligent customer service,and optimizing supply management to improve the customer relationship management level of X-City Tobacco Corporation.Finally,this thesis proposes four safeguard measures for these optimization strategies,including strengthening team building,improving rules and regulations,enhancing technical capabilities,and constructing "three-type enterprises." This research aims to provide guidance and inspiration for other companies in the industry,and to assist X-City Tobacco Corporation in enhancing its customer relationship management. |
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