Research On Problems And Its Improvement Of Customer Relationship Management In SC Company

Under the background of the rapid development of Internet technology and the dramatic increase of market competition and uncertainty of business environment,in order to ensure the sustainable operation of enterprises and obtain a better development,many enterprises pay more and more attention to customer relationship management.They have tried to apply the relevant theories of customer relationship management to practice,and have made some achievements.At present,the implementation of customer relationship management is mostly in large and medium-sized enterprises.Small enterprises rarely implement or the implementation results are unsatisfactory.The reason is that small enterprises do not have a comprehensive understanding of CRM due to their own limitations.Customer relationship management is not only an IT systems,but also involves the business development planning,organizational structure adjustment,business process optimization,enterprise culture and other aspects.This research has collected and analyzed the basic situation and relevant data of customer relationship management through field research of SC Company.At the same time,guided by the results of the customer satisfaction questionnaire,the research put forward the improvement ideas of combining the company's development status and future development,the characteristics of industry and their customer,the existing problems of customer relationship management and the results of customer satisfaction survey,and also put forward the suggestions to Improvement Countermeasures of customer relationship management in several aspects,by adjusting the organizational structure,optimizing the process,introducing modern customer relationship management tools and improving the quality of service.At the same time,through the regulation,strategy,technology,corporate culture and other aspects to ensure the successful implementation of customer relationship management,to enhance the overall management and operation level of SC Company,thereby further enhancing the core competitiveness of the company.This research provided an effective basis for the improvement of customer relationship management for SC Company,and laid a strong foundation for the long-term development of the company.At the same time,it also provides theoretical and practical reference for the application of customer relationship management in other small and medium-sized enterprises in China.