Analysis Of O2O Enterprise Customer Satisfactional Strategy,Takesuninggroup Co.,Ltd As An Example

Based on the concept of customer management,this paper systematically expounds the development,strategy and implementation path of customer relationship management system.Then it analyzes the characteristics of the chain retail industry and the e-commerce industry,and briefly introduces the practice of Suning Group Co.,Ltd as a line-to-line transformation enterprise.And then studied the Suning Group Co.,Ltd in the logistics,aftermarket,chain stores,customer service and other aspects of the problem.The customer relationship management strategy analysis and improvement,respectively,from the brand image,product quality management,user needs management,customer satisfaction measurement and system optimization were summarized,to sort out the improvement program,the proposed international brand,strictly control the quality of goods Problems,customer complaints quickly deal with,improve service capabilities,enhance the user experience and many other aspects,to further improve the customer management system to enhance customer satisfaction and loyalty.The improvement plan proposed in this paper has certain reference value to the customer satisfaction of Suning Group Co.,Ltd.