Research On Customer Relationship Management For SDY Mapping Consultant Co.Ltd

For most companies,at the beginning of 21th century,the mapping consultant enterprises have already been aware of the importance of customer under the background of general gllobalization.Research shows that the cost of acquiring a new customer is an acquisition cost of up to five times that of an old customer.US research scholar Reicheld pointed out that if the customer loyalty increased by 5%,the industry average profit margin corresponding increase of 25%-35%.In addition,after the famous 80/20 rule,80%of the company's turnover is attributed to 20%of the company's customers.Thus,identifying valuable customers,fostering loyalty to valuable customers,and proposing strategies that are beneficial to customers and businesses have a positive impact on a firm's competitive advantage in the industry.In recent years,customer relationship management has become a hot topic for enterprises to win the competition.SDY Mapping Consulting Co.,Ltd.Since 2015,although the business scope of the company gradually expanded,but the volume of business growth slowed down,the market share declined.It is found that SDY Company has some problems in customer relationship management.Therefore,SDY Company must improve customer relationship management system and improve customer loyalty on the basis of recognizing customer value.In this context,this paper will be a comprehensive analysis of SDY company's customer relationship management status,and put forward practical significance of customer relationship management strategy.Based on customer relationship management theory,customer value and customer loyalty theory,this paper uses the RFM method to analyze the customer relationship management of SDY company and put forward the customer relationship management strategy of SDY Company.Firstly,it combs customer relationship management theory,customer value theory and RFM method,and analyzes the innovation trend of customer relationship management in consulting service industry,that is,gradually form the market orientation,form team proposal and adjustment plan,so as to achieve cooperation.Secondly,it introduces SDY surveying and mapping consulting company's operation status,analyzes SDY customer's basic characteristics and customer relationship status,and discusses the current situation of SDY customer relationship management based on customer life cycle theory.It is found that there are extensive customer information management,Customer process management confusion and customer service management irregularities.Thirdly,according to the RFM method,this study analyzes the different customer types of SDY companies,such as VIP customers,senior customers,growth customers and general customers,and obtains different clients' customer value and different customer relationship management strategies.Finally,according to the customer value theory and customer loyalty theory,SDY company different types of customers to develop customer relationship management strategies,including:VIP customers and senior customers to take a one-stop service and provide specialized services for the growth of customers in the service On the implementation of service innovation strategy,and create a good brand image;for the general customer,the proposed SDY company should maintain more contact with customers and interaction,to seek and achieve customer value.