The Products And Services Provided By Chengdu’s Public Transport Group Are Based In CRM

The vast majority of people may encounter two problems of "can not find the direction" and "lacking of change" which are closely related to the transit system’s services. In this thesis, we take Chengdu’s Public Transport Group as an example to analyze how to solve two common problems through the customer relationship management point of view, the basic architecture of the customer relationship management including customer value and customer loyalty.The mining of customer value is to meet customer needs and to create value. When customer’s needs are met, namely when the enterprises bring customers the value in use, the customer will also create value for enterprises. The acquisition of the value is not necessarily for profit purposes, it can also be used to reduce the reliance on financial subsidies and financing, profits and is also conducive to the public, thus create more value to customers.The cultivation of customers’loyalty mainly rely on brand strategy positioning and brand marketing, and make customers get clear perception of the product range and convenience through good brand marketing tool. The cultivating of customer loyalty is to protect the continued operations of the enterprise, thereby enabling a more lasting service to livelihood areas.Customers’perception of the company comes mainly from the use of existing products and the services provided, find out the reasons why the issues "mystery of direction" and "dilemma of change" can not be solved through the displaying and analyzing of existing product features, identify the policy level and enterprise level that constrains and favorable for traveling through the studying of report on the work of the existing government policies and the Chengdu’s Public Transport Group, and identify the cultural connotations that can be tapped to provide a historic reference to the publicity for the promotion of the products through the exploration of the Public Transport Group background.Product redesigning can enhance customer value. We can clearly list the functional deficiencies of existed products on the aspect of problem-solving, the interpretation of the new features is further explain the value of its solutions, while the part can bring value to customers is also the focus to advertise in the future. Improve customer loyalty by using brand marketing. Even the best product design also need to transfer the value to customers clearly, the company lacks authentic awareness of brand service, and no products are widely used to form the introduction of brand centralization, but allow customers to continue to be rebuffed and try to develop an understanding of the application of the products gradually.It can be seen from the analysis of the travel problems and the seeking for solutions, the service concept of the Public Transport Group has not really taken the service of the stage that begins from the preparation of travel to the consumption at the destination into consideration. The lack of service of this part would lead to company can not enhance the product value, customer value, and the value customer created for the enterprise, the Public Transport Group will still be over-reliance on financial subsidies and channel financing to solve the problem of the improvement of services for the people’s livelihood, and can not form a virtuous circle of "profit-improve-profit again-improve again ".In terms of the state-owned enterprises which are service-oriented, improving the service relationship and meeting the demand for services may not necessarily rely on the support of the state, the state-owned enterprises can provide customers with quality service more self-reliant through the discovering of intrinsic value.