Hubei Post Company Customer Relationship Management Strategy Research

With China’s accession to the WTO, the market competition is intensifying, and theimplementation of the national policy on the Post’s "8531", means the beginning of thephasing out of postal policy support, and franchise advantage of the postal industry haslost, the postal industry is facing unprecedented challenges.. The customer center era, hasbecome an increasingly important business relationships with customers. Thedevelopment of management thinking more and more companies clearly realize that oneof the customer resource is the most critical business assets, and attention to customerneeds and create customer value to meet customer demand, positive and effectivecustomer relationship management, to maintain higher customer satisfaction, enhancecustomer loyalty, long-term and close customer relationships and customer retention is thekey to business success. Customer relationship management (CRM) is a customer-centricbusiness strategy, CRM modern information technology to support the means, throughworkflow reengineering restructuring, improve the enterprise customer communicationskills, maximize customer value.The thesis is divided into six parts, the first part is the introduction, discusses theresearch background, research significance, aspects related Research, research, researchmethodology, and research and innovation; second part of the customer relationshipbasictheory, mainly generated from customer relationship management and concepts defined,functional structure, the value of the three levels of analysis; the third part is the empiricalinvestigation by the2011Hubei postal customers satisfaction evaluation data, analysis ofthe Hubeithe postal customer relationship satisfied with the status quo; fourth part ofHubei postal customer relationship management customer resource management issues,customer service issues, can not meet the CRM needs of management philosophy,organizational structure and marketing system can not meet the CRM needs as well as theinformation constructionfive aspects of the problem, can not meet the needs of the CRMdeep analysis and the reasons for these problems; fifth part of Hubei postal customerrelationship management, from the five aspects of the strategy: the implementation ofcustomerpremise of relationship management is to strengthen the customer-oriented, Hubei postal support the implementation of customer relationship management is tostrengthen the recycling work, Hubei the postal customer relationship management drivencorporate culture construction, Hubei the postal customer relationship managementtransition from information management to knowledge management, Hubeithe protectionof the the postal customer relationship management is to improve the quality of staff. PartVI of the concluding part of the research for this article, a summary and outlook.