Research On Customer Relationship Maintenance Of Z Group

Z Group,one of the largest radio and television network operators in South China,has more than 2.6 million cable TV users and more than 160000 broadband subscribers.The number of HD interactive TV users is in the rapid development stage.The development of Z Group can not be separated from good customer relationship,but in recent years,with the rapid development of Internet technology,some experts predict that the traditional television supported by the network will gradually collapse in the next 5 to 10 years.Internet television has gradually matured and spawned a variety of video media,such as mobile phones,computers,television boxes and so on,gradually integrated into every family,and the use of traditional cable television has gradually decreased.Young viewers choose online video instead of traditional television,and they gradually move from traditional cable television to online television.Internet TV is flexible and popular with consumers,and the old users of traditional cable TV users are also losing.Therefore,in addition to opening up living space,maintaining and managing customer relationship is particularly important for the development of Z Group.The research of this paper adopts the methods of investigation,literature research,experience summary and case analysis,and takes Z Group as an example,taking Z Group as an example,combined with the environment of radio and television industrial chain.The customer relationship maintenance of the group is investigated and discussed,and the internal and external influencing factors and the present situation of the group are analyzed.This paper summarizes the problems existing in the customer maintenance of the group,including the problems of customer relationship maintenance system,the problems in organizational structure,the problems of business process,the problems of product experience,the problems of customer service and so on.In view of the above problems,this paper puts forward the scheme and some countermeasures to strengthen the construction of customer relationship,and improves the relevant system.And how to use information management to replace the traditional inherent management means,how to effectively reduce the loss of customers,how to increase customer satisfaction and loyalty to enterprises,find ways to improve the quality of customer service,In order to expand the income and operation scale of enterprises is the theoretical significance of this paper.Based on the current development of Z Group and the present situation of customer relationship,this paper analyzes the data of Z Group in recent years under the social environment of the impact of Internet TV on the traditional television industry.This paper focuses on the development direction of the group and the problems existing in customer management,through the study of the survival and development direction of traditional television in the Internet era,and then deeply probes into the countermeasures of customer management and maintenance in radio and television industry.Big data in the Internet era is used to classify and manage customers,and through optimizing the organizational structure and customer service system,to enhance customer value and improve enterprise income generation.The results of the study are of great significance to the development of other industries affected by the Internet.