Research Of Customer Relationship Management In Xiamen Tobacco Company

In recent years,as China’s economy has entered the "new normal",with the rapid development of modern network economy,the improvement of people’s living standards and the improvement of the socialist market economy system,the tobacco industry under the monopoly system is also facing the same living environment and significant changes in the competition situation.In the face of the new situation of narrow development space,tighter development environment and higher development requirements of the industry,how tobacco companies improve the service quality of retail customers and improve the satisfaction of retail customers plays an increasingly important role in the survival and development of tobacco companies.Therefore,the establishment of long-term,good customer relations,good customer relationship management is the tobacco company cigarette marketing network construction is an important link,is the tobacco company to improve customer service quality,improve customer satisfaction and loyalty premise.Improving the customer service system,changing the management mode of tobacco companies,carrying out information construction and so on,plays a vital role in improving their ability to adapt to the market and maintain long-term sustainable development,and is of great significance to the reform and development of the industry.Based on Xiamen tobacco company as research object,this paper first to consult the relevant literature,knowledge of customer relationship management concept and related theory of customer satisfaction,customer value theory,using statistical analysis to the basic situation of Xiamen tobacco company for information and customer relationship management status quo of the current situation analysis,mainly analyses the company’s current clients present situation of information integration,the situation of customer service and customer consultation,etc.,and through the questionnaire survey to conduct market research,customer satisfaction and found that the existing retail customers vary in the modern terminal construction,the contradiction between supply and demand of sources exist,form a single internal and external problems,such as customer service,And tease out the causes of these problems is the lack of long-term planning in modern terminal construction,the influence of macroeconomic and industry policy,and a lack of initiative service consciousness,etc.,marketing personnel for these reasons,the use of relevant theories,put forward the corresponding improvement measures,including deepening the new terminal building,strengthening self-discipline of mutual effect,set up the mechanism of talent training,deepening the content of informatization construction,to enhance the level of terminal construction,strengthening customer relationships,improve operational efficiency,enhance enterprise competitive power,to keep the sustainable development of the tobacco companies.Finally,in this paper,combining the reality of Xiamen tobacco company customer relationship management,put forward should be on the existing monopoly system advantages,abandon the business ideas,increase customer relationship management innovation,enhance competitiveness and create more service conditions,enable customers to a further embodiment,the terminal value of to keep tobacco company and customer win-win situation.