Research On Optimization Of Customer Relationship Management Of ZZ Diamond Tool Company

In recent years,with the rapid economic development and increasingly fierce market competition,more and more enterprises are beginning to rely solely on the concept of "product-centricity" to adapt to the needs of enterprise development.As a result,customer relationship management began to receive widespread business attention.Consumer is an important resource for the enterprise,which directly affects the survival and development of the enterprise.Therefore,the level of customer relationship management directly affects the effectiveness of the company’s good or bad.Researching customer relationship management is extremely important to the enterprise.ZZ diamond tools company is a private enterprise engaged in the manufacture of diamond tools.Taking ZZ diamond tool company as the research object,through the investigation and study of the company’s customer relationship management of customer information management,customer segmentation,customer communication,customer satisfaction and loyalty of this a few aspects of the present situation,the analysis of the company is the lack of customer information management,customer segmentation,the lack of satisfaction survey,this paper analyzes the reason of the problem lies in the viewpoint of customer relationship management is weak,put forward to strengthen the customer information management,to carry out the customer segmentation,satisfaction surveys,such as improving countermeasures,and to strengthen the leadership,establish a "customer-centric" corporate culture and implementation of security,In order to improve the company’s customer relationship management level,reduce costs,maintain more old customers,and ultimately achieve the goal of improving corporate profitability.This paper first introduces the background,research purpose and significance of the topic,and describes the research status of customer relationship management at home and abroad.The second part introduces relevant theories and concepts of CRM,such as customerinformation management,customer segmentation,customer communication,etc.,and the application of CRM in enterprises.ZZ diamond tools company and customer relationship management status.On this basis,the existing problems and causes of the problems in CRM are analyzed.And propose improvement strategies and safeguard measures for the existing problems and causes.Finally,the thesis is analyzed and summarized.To sum up,this paper starts with the status quo of customer relationship management of ZZ Diamond Tools Company,studies the customer relationship management of the company,analyzes its existing problems and puts forward some countermeasures,and hopes to provide a definite solution to the improvement of customer relationship management in private enterprises in Quanzhou Degree of reference.