Sotos' Customer Relationship Management Strategy Research

With the rise of a new round of scientific and technological revolution,the intelligent manufacturing era of "industry 4.0" and "China 2025" is coming.By 2025,the information construction of global manufacturing industry will be improved.In China,the opening of emerging markets such as intelligent transportation,intelligent home and intelligent manufacturing has ushered in a favorable opportunity for it information service companies.Sotos is under great pressure in it information service industry.From its own point of view,the urgent need to build a mature and perfect customer relationship management mechanism.Based on the theory of customer relationship management,this paper first describes the era environment,research value and essential purpose of the research,then summarizes the integrated literature,and systematically analyzes the research framework and analysis methods used in this paper.Secondly,it gives a comprehensive and specific interpretation of the relevant theoretical basis,including the extension and the IDIC model of customer relationship management theory.On the basis of PEST model and Porter's five forces model,this paper summarizes the operation situation of Sotos company in the field of information service,then puts forward the existing pressure of the company,and summarizes the competition situation of the industry in detail.Then,it combs the characteristics of customer relationship management of Sotos company and the actual results achieved.In the case of using the questionnaire method,the current situation of customer relationship management is investigated,and the defects and deficiencies exposed by Sotos in customer relationship management are obtained.In view of the problems found,this study believes that Sotos company needs to build a differentiated customer relationship management mechanism as soon as possible,deepen the interaction between enterprises and customers,and re position the level of customers,so as to ensure the smooth progress of customer relationship management.Finally,based on the current comprehensive operation of Sotos company,this paper puts forward reasonable and effective safeguard measures,focusing on CRM implementation of special financial expenses,the creation of customer relationship management system,etc.At last,the conclusion is combed comprehensively,and the future development direction is put forward based on the analysis of the shortcomings of the research.