Research On Customer Relationship Management Of Medical Devices Of Company Y

As the competition in the market becomes more and more fierce,customers become vital resources.As a special industry,the medical device industry is becoming more and more competitive in the market.It is also increasingly important for the customer relationship to be mastered.How to better Collecting customer behavior and preference information,building customer information files,analyzing and calculating customer data,and predicting customer preferences and behaviors are all things that medical device companies need to think about.The CRM as a customer relationship management system is also homeopathy,CRM system through the establishment of a reasonable and efficient application of CRM software to help enterprises maintain and manage customer relationships is the main focus of this paper.First of all,this paper introduces and comments on the theories of customer satisfaction,analytic hierarchy process,medical device industry and customer relationship management,reviews domestic and international research on customer satisfaction and customer relationship management evaluation index.Then analyze the status quo of the customer relationship management of the company from three aspects: Company Profile,Company Environment Analysis of Y Company and Customer Relationship Management Status of Company Y.Company Profile of Y Company includes: Company Profile of Y Company,Organization Structure of Y Company and Introduction of Major Organizations Y company’s industrial environment analysis includes: industry analysis and SWOT analysis;on this basis,from the company’s CRM strategy status,CRM design status and process of the current status of CRM in three aspects of the company’s customer relationship management The status quo for a detailed analysis.Secondly,based on the previous research and the actual situation of the company,through the consultation of experts,based on the balanced scorecard theory,we construct the evaluation system of implementing effect of customer relationship management,calculate the weight of each index by AHP,and then analyze the current customer relationship Management According to the analysis of the measurement results,put forward the limitations of the current customer relationship management,are: First,the company’s overall lack of CRM ideas;Second,the lack of a clear customer service relationship management oriented;Third,the degree of differentiation of the service system is not enough;Fourth,the lack of optimization of business processes;Fifth,the lack of a professional customer relationship management team,and five specific reasons for the existence of the analysis.Finally,based on the results of the previous analysis as well as the existing limitations of the present customer relationship management,put forward specific proposals,namely: First,fully integrated into the CRM idea,implement the customer-centric management system;Second,oriented To establish a service system,the development of dealer strategy;Third,the establishment of a differentiated service system,take the initiative to follow the demand of customers;Fourth,to optimize R & D design and manufacturing processes on the CRM system management;Fifth,establish a comprehensive and professional customer management team.This thesis carries on the theoretical research and the carding to the CRM,which is of certain significance to the popularization of related knowledge in the CRM system.It also provides a detailed analysis of the application of CRM in the enterprise business process,which provides the guiding significance for the practical application of CRM in the later period.