Research On Customer Relationship Management And Customer Satisfaction Model Of An IT Information Consulting Company

With the development of social productivity and the intensification of market competition,the supply-demand relationship between enterprises and consumers has changed.In order to get more customers,enterprises need to change from "product-oriented" to "customer-oriented".As an emerging industry in China,IT information consulting has received more and more attention under the background of "intelligent manufacturing".However,such enterprises have a short development time and lack of customer relationship management and customer satisfaction management methods,which can easily lead to the loss of customers and hinder the development of enterprises.This paper aims to help IT information consulting companies find the key points of customer relationship management and improve the core competitiveness of enterprises on the basis of comprehensive analysis of industry background and market environment.This paper mainly studies the following contents.Firstly,the traditional research on customer relationship management and customer satisfaction at home and abroad is analyzed and summarized.Secondly,according to the operation characteristics and competition status of domestic IT information consulting industry,SWOT analysis of the research object is carried out in detail.Then,according to the analysis results of the current situation and the characteristics of structural equation theory,a customer satisfaction model and evaluation index system based on structural equation are constructed.Finally,by collecting data,validating the reliability and validity of the data,fitting and modifying the model,a customer satisfaction structural equation model suitable for IT information consulting industry is obtained.The final results of this paper show that the structural equation model and measurement index system designed in this paper have a good fit with an IT information consulting company.Through model analysis and path analysis,enterprises can quickly understand the focus of customer relationship management,which has reference and reference significance for enterprises to improve their core competitiveness.