Study On Customer Relationship Management(CRM) Of OS Elevator Co.,Ltd.

In recent years,the Chinese government has strengthened macroeconomic regulation and control of the real estate market,and "no speculation in housing" has become the basic principle of real estate regulation and control.Under the regulation policy of restricting purchase and lending in big cities,the real estate market continues to cool down,the demand of elevator market decreases,and the homogeneity of products is serious.The elevator industry needs to face not only the increasingly fierce competitive environment,but also the double pressure of rising raw materials and labor costs.In this context,enterprises have gradually changed from relying solely on product and price competition mode to providing high-quality services to compete for customer resources.The concept of "customer-centered" has been paid more and more attention by enterprises.Current elevator enterprises not only need to provide customers with high-quality elevator products,but also need to provide customers with long-term high-quality after-sales service to ensure the normal use of elevators,in order to establish a long-term and stable customer relationship.The purpose of this paper is to focus the limited resources of enterprises on maintaining the most potential customers through the research of customer relationship management,to find and meet the real needs of customers;to simplify and optimize the company's workflow,to improve customer satisfaction and loyalty,to establish and maintain long-term cooperative relationship with customers,so as to achieve the goal of win-win between enterprises and customers.This article introduces the theoretical knowledge of customer relationship management(CRM).On this basis,take the elevator industry as the background,combining with the actual situation of work and relevant theoretical knowledge,the complete transaction process of an elevator is divided into three important parts: sales management,installation engineering management and after-sales maintenance service,and the in-depth study is carried out from the previous customer information collection and related sales activities.Technical confirmation,elevator production scheduling and delivery,on-site installation,commissioning and acceptance,post-maintenance and a series of work status are analyzed in detail.By using the methods of literature research and questionnaire survey,this paper conducts a questionnaire survey on the customers and employees of OS company,and finds out and analyses the main problems existing in the customer relationship management and workflow of OS company,such as lack of reasonable classification of customer information,insufficient information sharing and low customer satisfaction.Through the analysis of the survey results,the main reasons for the above shortcomings are found,and in view of the above problems,the optimization measures and solutions for improving customer relationship management in OS company are put forward,which can realize the customer-centered management mode,improve customer relationship,effectively classify valuable customers,establish customer information sharing platform,scientifically and effectively distribute enterprise resources and reduce operation.Cost;enhance their brand value and core competitiveness,and ultimately achieve the goal of win-win between customers and enterprises.