Study On Behavior Strategy To Enhance Customer Trust For Marketing Staffs Of Pharmaceutical

With the fierce competition in market, customer relationship study has become animportant field. Enhancement of custom loyalty and trust is the important factor to retaincustomer, gain Incremental value, and realize long-term good performance.This paperanalyses customer relationship management at an angle of how to enhancecustomer trust. How to enhance the level of customer relationship to a deeper extent, how toenhance customer trust on marketing staffs, how to realize sustainable marketing and achieveprofit maximization, all these are of great significance and play an important role in our realwork.This paper makes one survey on the current situation of enhancement of customer trustby marketing staffs of pharmaceutical industry, and another survey on customers’ trust onmarketing staffs of pharmaceutical industry，analyses and summarizes the existing problems,and discuss how to establish and effectively maintain customer relationship, how to enhancecustomer trust, how to mend and repair customer distrust. This paper put forward someopinions and strategy to provide the theory basis and operational model for customer trustmanagement and customer relationship management. This paper is divided into six chaptersas follows,Chaper One introduces the research background, purpose, significance of the study, andthe research, ideas and methods.Chapter Two describes the theory of relationship marketing, the concept of trust,interpersonal trust and customer trust management.Chaper Three introduces the status quo of pharmaceutical marketing staffs in increasingcustomer trust by a questionnaire survey on marketing staffs and customers.Chaper Four summarizes and analyses problems reflected in the survey, and put forwardthe problems of pharmaceutical marketing staffs in improving customer trust.Chaper Five proposes a series of behavioral strategies and measures as reference andguidance on practical work of marketing staff based on the status quo and problems.Chapter Six comes to conclusion and puts forward outlook and weakness.The mainconclusions and perspectives are as follows:(1) How to build relationships with customersquickly, how to improve customer trust in three dimensions, how to maintain the trust of customers and how to fix the customers’ untrust.(2)The main point is the mutual trustbetween marketing staffs and customers, another point of view is to allow customersparticipating in product design, and finally puts forward a "customer confidence crisis fixingsystem" to establish long-term partnership.