Research On Customer Relationship Management Of JB Property Management Company

The development of the real estate industry in China also drives the development of the property management service industry.Taking Kunming JB Property Company as the research object,based on the customer life cycle theory,relationship marketing theory,customer satisfaction theory and other theoretical basis,this paper studies the current situation and existing problems of the customer relationship management of the property management company by using questionnaire survey,AHP AHP Analytic Hierarchy Process and case study method,and gives the corresponding perfect opinions,The main results are as follows:(1)Management service content and management service personnel are the most important index factors for property companies to strengthen customer relationship management and improve management effect.In this paper,the evaluation model is constructed from four aspects of management service concept,management service content,management service personnel,management service form and 20 secondary indexes of management service form by AHP analytic hierarchy process(AHP).The results of the model show that the management service personnel and management service content are the two most important first-level indicators in the customer relationship management between property companies and commercial housing owners.The weights of the two first-level indicators were 0.418 and 0.248,respectively.(2)In the secondary index,the indexes of the top 10 are: the standard C4 of the service personnel,the attitude C2 of the service personnel,the degree of application of the information service management D1,the parking management service B2,the active C5 of the service personnel,the number of service personnel C1,the access control B1,Management service difference D5,service personnel qualification C3,building maintenance B5.(3)based on the above evaluation model,the specific case evaluation and analysis are carried out.The management service concept,management service content,management service personnel,management service form and the overall evaluation results of customer relationship management between JB property company and commercial housing owners are in the condition of "unqualified".The concrete manifestation of non-conformity is that the service concept is not attached importance to,and the management service content needs to be improved and enriched.The comprehensive quality of management service personnel needs to be improved,and the traditional management service mode is single.In view of the above problems,this paper puts forward deepening and innovating the service concept,enriching and perfecting the service content,improving the comprehensive quality of the management service personnel,and enriching the service content.Management service mode and other suggestions.The research of this paper can not only analyze the requirements,process and internal mechanism of customer relationship management of property companies from the theoretical point of view,but also explore the problems existing in customer relationship management of property companies from the practical point of view.Therefore,the theoretical basis and practical significance of this study is obvious.