Research On Improvement Of Ingersoll Rand Customer Experience Management

With the change of the market economy and the adjustment of industrial structure, increasing competition market, customer demand level gradually improve, we will soon enter the era of experience economy. Just rely on improving product quality and improve service processes can no longer be better serve existing customers and attract more new customers. How to better meet the needs of customers and help customers improve enterprise value, it has gradually become the focus in the academia and the business, CEM is a new subject for the enterprise managers.Ingersoll Rand as a machinery manufactory, not only use CEM during sales management process, also apply it during internal process to meet requirement. This paper starts from the concept of the CEM, elaborates the implementation method of CEM and the influence factors of CEM, it put forward the research’s importance and value, combines with the business circumstances of Ingersoll Rand. Through the analysis of Ingersoll Rand current CEM situation, shows the shortage, through the analysis of Ingersoll Rand brand value and marketing positioning, identify customer value, establishing and optimize the customer experience management platform, establishing customer experience continuous improvement feedback mechanism, the suggestive solutions on how to improve Ingersoll Rand CEM effectively. In the process of the solutions, it highlighted that, currently, what the most urgent and most effective is accelerating the integration of business system, promoting synergies and efficient management of the entire team, and ultimately helping Ingersoll Rand complete sales growth and productivity strategies.Ingersoll-Rand as the research background of this paper, through the method of combining theories and practices, analyzed the CEM of Ingersoll Rand, and enhanced the performance, in the meantime, fully demonstrated the great value of research brings to the business of Ingersoll rand. Ingersoll rand as a typical representative in the study of the subject, the results of the study could be the reference of the research in other industries.