Based On The Perspective Of Customer Satisfaction Of The Company S Customer Relationship Management Problems And Countermeasures Research

As an important resource for company's customers,its satisfaction reflects the company acceptance of products and services,customer satisfaction,on behalf of recognition and loyalty to the company's products and services,the company has a certain reputation and competition advantage.Therefore,the company is concerned,discover the factors leading to customer dissatisfaction,aiming at the problems in a timely manner to improve,to meet customer needs,improve customer satisfaction,has become an important measure to enhance the market competitiveness.Based on defining the related concepts and theories,and expounded on the basis of,from the perspective of customer satisfaction,through literature method and interview method,on the basis of design and test the influencing factors of the company S customer service satisfaction survey questionnaire,through the issuance of the questionnaire recovery and statistical processing,find the influencing factors of customer satisfaction,using the F-AHP method to build hierarchical analysis model,calculate the weights of each factor,it is concluded that four secondary indexes and 21 tertiary indicators of customer service satisfaction evaluation index system.Finally,in the early build,on the basis of the evaluation index system of selection of S company as research object,in order to measure the influence factor for the company S customer satisfaction the effect.Based on the company S service satisfaction survey found that the main exist in customer relationship management(CRM): has not been set up take the customer as the center of the customer relationship management,customer relationship management(CRM)fit with the company development strategy is not strong,lack of scientific and normative system of customer relationship management,customer relationship management(CRM)business process system is not sound and customer classification problems such as lack of scientific.Finally,put forward the countermeasures to improve customer relationship management.Mainly include: the implementation of customer-centric management concept,establish and develop customer relationship management strategy,enterprise strategic synergy based on customer value and customer segmentation optimize service processes,improve customer relationship management system and enhance customer satisfaction.