Research On Customer Relationship Management Of S Company

Relationship Management Customer(Customer Relationship Management), referred to as CRM. As early as the end of twentieth century, Gartner company put forward the concept of Customer Relationship Management. Gartner believes that Customer Relationship Management System(CRM) is a businessstrategy, it optimizes allocating company resources according to the classification of customers and effectively, it focus on training to customer for center business philosophy and implementation to customers as the center of business processes, and thus as a means to lift the competitive ability of the company, improve the company’s profit and customer satisfaction.S Communications equipment company is an American owned company in China, was founded in 1996, entered the Chinese market in 1991, the Chinese market in the development of nearly twenty years of business level and growing customer. China has a broad user base of mobile, China Netcom, China Telecom, China Unicom, Radio and Television, Electric Power, Huawei, Alcatel Shanghai Belland Cisco. S Company at thisstage is the most urgent, the most important problem how to use CRM system to maintain and manage existing customers, and customers to explore the new demand, mining the value of old customers, improve the depth and breadth of service, to achieve good customer relationship, improve customer satisfaction, to ensure steady growth in profits of S Company.This article will take the S Company customer relationship management as the research object, first introduces the customer relations management related research background, significance, research content and the technical route of the paper. In combination with the current situation and existing problems of the customer relationship management of S Company, this paper puts forward the improvement plan. At the same time, it also makes a comparative analysis of the competitive market of S Company, and extracts the actual data from the customers of the industry, which provides a strong basis for the S Company to improve the program. Finally, in the induction of customer relationship management related literature summary based on, combined with the actual situation of S Company, service process optimization, for S Company to develop the feasibility of the solution and the specific implementation steps.