The Study On VIP Customer Service System Perfection In Baosteel North Trade Co.,Ltd.

This treatise indicates the present problem of Baosteel North trade co.,ltd. on customer service after analyzing the present business and VIP customer service. Furtherly advising the company to improve the customer management system for VIP customer service system with the theory directions of customer management. And it gives some sales advice on improving customer service system.There are 4 parts in this treatise: First the writer retrospects and sums up the theory of Customer Management. After the simple statement of the theory he refers that the theory is the result of the following causes. First is the changed way of customer purchasing. Second is the keen market competition. Third is the modern IT development. In this part the writer has given a general definition for the intention of Customer Management: On one hand Customers Management is a kind of management idea. It regards all kinds of customers resources as one of the most important resources. Because only the customers'royalty can increase the sales and profits. If enterprises spend some time and energy in producing profits for their customers and customers are satisfied with enterprises a good relationship between customers and enterprises will be built,and the markets will be exploited successfully,the support of customers will be achieved ,finally the stockholders'value will be created. it is a new management mechanism to better adjust the enterprises and the customers focusing on the customers business. such as marketing,sales,customer service and decision analysis and so on. Finally it is human-computer interaction system and it needs a effective support of CRM solution. Exceptly this part has given a sketch of customer management core. It indicates that the main ideas of CRM management include the followings: One of the most important resources of enterprises developing is customer. Then all the relationships between enterprises and customers are roundly managed. And furtherly extending the management of the enterprises supplying chain. The Customer Management theory has its important meaning to the engagement and the sales of enterprises. The performing of the customer management will bring immediate benefit, better adapt competetion, meet the requirement of the customers, emphasize the density of the customers loyalty, lay a strong foundation for the enterprises sustainable development.Secondly the writer enalizes the present service of Baosteel North co.,ltd. The readers will know the background of the company such as its organization,culture and engagement idea etc. Then he analyzes the company's present problems of its VIP customers service, it shows that there are many problems on the service system now. The mains are: The troditional sales ideas are still not changed; The management information system can't meet the needs of the fast increasing sales and customer service;The operation flow is too complex and the efficiency is low; Lacking of speciality in VIP customer service; The capability of customer information management is not enough. According to SWOT analysis rule it analyzes the North Company VIP customer service and arrives at the following conclusions: The company has perfect sales system and it is facing a new and fine development chance, and meanwhile facing a firece competetion of both the same profession and the overseas; It has something to improve in customer service especially in management information systerm.Thirdly the writer analyzes the VIP customers'consuming behavior of Baosteel North co.,ltd. Shown by sales analysis of North Company we know that the main VIP customers are in motor industry, which occupies 80 persent sales in the whole company and the ratio will increase from Chinese motor development aspect. By this token, VIP customers are the main support of the company sales. With this company's practical situateion the writer simply analyzes the influence factors of VIP customers'consume,it shows that the main factors are the followings in steel consume: First is to product requirement of the customer selves. Second is the product quality identify of the customers. Third is the service apperceive of the customers. Forth is the dependency degree of the customers. The conclusions are the followings after analyzing the products quality,the customer service,the supply capability and the price satisfaction degree: the North Company can't control the quality and the price but it can perfect the customer service to improve the customers'satisfaction and loyalty furtherly to well serve the customers and enlarge the market share.In the end through the above analyzings the writer concludes that Baosteel North co.,ltd. should furtherly perfect its customer service systerm and it is an important way to build a Customer Management systerm for the finish of it.Through building the systerm the expecting aims are the followings: First is the share of the production and marketing informations. One of the purposes of CRM is to build"limiting production to market ability"as the main running way.At the same time the company can meet the needs of the customizeation and individualization.In this process the share of the production and marketing informations has its important effects.Second is the integration of the sales channel.It will improve the company's ability to deal with the sales channel informations.Third is the perfection of the service system.Forth is the support of the intelligent decision..It will act as a more and more important role in steel enterprises.As to build a perfect Customer Management systerm the writer expounds the concrete difficulties and the requirements in detail:First is that the CRM enterprises should pay attention to the study,the optimization and the restructure of the flow.And we should set up long-term strategy and perform it steeply.Second is that enterprises should recognize CRM performing must specialize,socialize and open. Third is CRM performing is to enhance the channel and the systerm work integration.Exceptly the writer explains the key points of the customer management system performing,especially the detailed steps of what the construction of the company customer management system should follow. Apparently it's not enough to depend on only one advanced management for a good VIP customers service.The main systerm function is to provide a supporting platform.It needs innovateion and profound in many detailed services to improve the customers service and service appreciation.The followings are some sales opinions: First is to establish new sales idea,innovate service brand.Second is to accredit VIP customers technical representatives.Third is to set up"VIP customer channel.Forth is to develop technical sales,exploit new marketing space. From the above mentioned the writer concludes as the followings: Perfecting customers service is an important way in improving the customers'satisfaction;Building Customer Management systerm is a powerful support in perfecting customers service systerm;Expoiting and innovateing sales way is an effective method in perfecting customers service.