The Customer Churn Analysis And Countermeasure Research Of FM Company

In recent years, with the continuous development of market economy and improvement of the domestic market is becoming more and more open, in the field of auto parts industry on the one hand, international clients keep coming on the other hand auto parts enterprises are gradually increasing.Auto parts is fierce competition in the market constantly growing.How to attract customers, maintain customer loyalty, fully excavate the potential customers become the focus of the industry.General spare parts enterprises through the investigation of customer churn, improve customer satisfaction,not only can reduce the marketing cost of the enterprise, at the same time also can bring more revenue.However, FM auto parts company in customer relationship management has not formed own system, explore various links in the process of enterprise operation are in certain problems and defects, mainly in the professional level of service level and the receptionist, product quality is not high enough, logistics speed lag, the problem such as customer waiting time is too long.How to solve these problems, reduce customer churn rate enterprise, is a very urgent and urgently needs to solve the problem.Papers from the realistic background, puts forward the solution to the customer churn model, and through the empirical research put forward constructive Suggestions for FM company have countermeasures.Article first introduced the FM auto parts company development status and the related concepts of customer relationship management(CRM), then the influence factors of customer churn comprehensively carding and analysis, how to use the theory of customer loss assessment, design the FM auto parts company customer churn model,and then use the empirical method to analyse the factors influencing the FM company customer churn.Points out that the company’s own competitive advantage and weakness for FM company marketing strategy in order to provide the beneficial reference.At the end of the paper with the weight analysis, find out the reason of influence the customer satisfaction and to put forward the strategy of customer retention, facilitate FM companies targeted to improve the quality of our service and promote the healthy development of FM company.