Research Of Key Customer Service Management System Optimization In CS Inc.

In the current corporate management, service management for large customers has become one of company's core strategy. During the process of market transition, from "production oriented" to "user oriented" and thus to "service oriented", enterprises enhance the core competitiveness through providing key customers with satisfactory service and improvement of bilateral relationship.How to provide individualized services according to the characteristics of high-end customers, how to improve customers service management system have become an important issue.Based on assessment of CS Company's existing large customer service management system, this article analyzes the problems existed in current large customer service management system. Mostly focuses on the deep analysis of the organizational structure of CS,organizational structure of the typical large customers of CS,CS company's largest customer service management system, and the elements which impacting the service of great customers.Additionally, through SWOT analysis module to analyze CS Company, hence judge the internal strengths, weakness,external opportunities and threats of the large customer service as a whole, and then finds out the solution which can effectively optimize the large customer service management system.In the analysis of the factors for large customer service, and studies of the individual service for large customers according to the service maturity model of communication and customer information technology management maturity model, this essay launched preliminary analysis on the elements of great customer service according to "Foresight 2020 report".Through these customer relationship management theory, integration of customer service management theory and business practice, study of service management system for large customers and improvement of the existing large customer service management system model. A solution could be made after organizational structure optimization, service content optimization, service quality control, large customer expectations control, and service process optimization, improving program for big customer service management. And through the creation of virtual teams, the adjustment of organizational structure and definition of duties, program management of large customer, and other means,do exploration attempts about large customer service management, and ultimately, achieved the best practice about large customer service management.