Research On New Customer Management System Of Guang'an Sales Company

With the full liberalization of the domestic product oil market, some multinational oil companies have entered the China market through the establishment of the joint venture company and other ways, and CNOOC has increased terminal network development, and domestic private oil enterprises have emerged, so that the market planning becomes more and more internationalized and market structure has increasingly diversified, meanwhile traditional competition advantage of CNPC and Sinopec is facing severe challenges.In recent years,with the sustained and stable development of domestic economy,a broad market space and advantageous conditions are brought for the petroleum industry sales for sustained,effective and rapid development. But meanwhile it is also prominent for merchandise oil of general goods properties, such as the price fluctuations, the quality and quantity and the customer service capability and level of the product oil sales enterprise, which have became a hot social topic and media highlight, especially the relative reports of gas station customer service and management aspects have caused huge negative influence to the enterprise. These problems has aroused great attention of the product oil sales enterprises so that construction of customer service system has became an important subject in the study of the product oil sales enterprise.In order to gain a foothold in the increasingly fierce competition, CNPC Guang’an branch also has converted the "enterprise focus" to "customer focus" in the management mode of internal management and implemented the construction of customer service system to serve the goal of creating value. How to improve the quality of service, improve the service system, so as to realize the pursuit of high market share in the regional market and improve customer loyalty,which are CNPC Guang’an branch concerned.Through the analysis of the operating status and market situations of Sichuan Guang’an branch CNPC in this paper, I have expounded the importance of the construction of customer service system and orientated of the connotation of customer service, also with my work experience combining,put forward the advanced "customer service focus" management concept through the improvement of customer service management system and the construction of customer manager team in order to establish a perfect customer service system finally. I hope to make some contribution for the rapid development of sales enterprises of CNPC.