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Research On The Customer Relationship Management(CRM) System Of H Broadcasting Company

Posted on:2018-10-05Degree:MasterType:Thesis
Country:ChinaCandidate:M F XuFull Text:PDF
GTID:2348330512487618Subject:Business Administration
Abstract/Summary:PDF Full Text Request
Customer relationship management(CRM)is a kind of the new management mechanism to improve relations between businesses and their customers,increase customer loyalty and satisfaction.The competition between enterprises is fierce,customer resources is the key to competition.In the increasingly serious phenomenon of product homogeneity and fierce competition between enterprises of today,The competition between the enterprises is the competition,customer resources,How to improve customer satisfaction and loyalty in the competition,get more customers is the key to the problem.In customer relationship management,enterprise revolve around the center of customers,to complete its business process restructuring and reengineering organizational structure,Study system of the customer,improve customer satisfaction,the core idea is to create customer loyalty,and ultimately achieve the goal of enterprise operational efficiency.Based on the theory of customer relationship management,and the present situation and future development trend of customer relationship management,this paper makes a detailed analysis on the current situation of customer relationship management of H broadcasting company,a concrete and effective strategy.First of all,through the study and reference of domestic and foreign customer relationship management research literature and literature,the content of customer relationship management and customer relationship management trend of the future development were summarized,the application of customer relationship management theory H broadcasting company customer relationship management The paper points out the necessity of customer relationship management,which lays the foundation for the next step of customer relationship management optimization strategy and scheme.Secondly,the establishment of suitable H broadcasting company customer information management system,including the establishment of customer information management platform,"customer-centric" concept of the establishment and performance appraisal system,"customer-centric" concept into management,to run through the staff at all times.At the last,in order to ensure the normal implementation of the customer relationship management system of H broadcasting company,there are some columns of security system.By optimizing the organizational structure,establishing talent reserve,formulating the company's various security system,H broadcasting company customer relationship management system smoothly Implementation,so that customer satisfaction and loyalty have been able to improve,and also improve the H broadcasting company's competitiveness.
Keywords/Search Tags:customer relationship, customer loyalty, customer satisfaction
PDF Full Text Request
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