Research On Enabling Process Optimization Based On Group Customer Relationship Management

Customers are important resource for enterprise to develop and also the mainstay to realize profit. With the reform and development of market economy in China, a customer-centric business services has become the core concept. Because of their business potential and the large contracts, Group customers become the key customers for enterprise to maintenance. The research of enabling process optimization based on group customer relationship management. After segmentation of the group customers, we'll focus on maintaining relations of group customer through scientific methods of modern management in order to improve the ability of enterprise to grasp the market dynamics and the competitiveness of enterprises in modern society. Enabling process is particularly important for existing customers, because it is not only able to retain existing customers but also able to expand group customer markets and bring new business opportunities. According to the background, this paper researches group customer enabling process optimization and takes the case of GDBN Corporation. Enabling process optimization is aimed at developing customer relationship management.This paper first researches related theories. Process optimization and customer relationship management-related theories have been studied and discussed in this paper. After studying the conclusion that process management is closely linked to customer relationship management is drawn. Secondly, the paper analyzes the current status of enabling process of GDBN Corporation's group customers and finds the reasons that affect the group customer's management effectively. Thirdly, the paper researches the mechanism of group customer relationship management with enabling process optimization and analyzes of the objectives for group customer relationship management. According to GDBN Corporation's own characteristics, the paper works out the group customer relationship management-related mechanism, including the mechanism of communication, the mechanism of incentives and the mechanism of evaluation for group customer satisfaction etc. At last, the paper optimizes design the enabling process of GDBN Corporation based on the findings. During this course, this paper also divides the process steps for process optimization and designs fault repair process, routine maintenance process and network monitoring process. This paper tracks and evaluates the effectiveness of the implementation of process optimization. During the courses of writing this paper, the combination of theory and practice is paid more attention to, and analysis using the literature and empirical analysis are used. The paper focuses on the management process of GDBN Corporation's Process Optimization from the point of establish long-term customer relationship management.This paper proposes right group customer for customer relationship management based on in-depth research and analysis of GDBN corporate customers for the first time and also proposes from the enabling process optimization point of view to establish of enabling process in GDBN Corporation for the first time.