Research On Customer Relation Management Of Construction Decoration Company A

With the impressive development of economy and the speeding progress of science and technology,the competition among architectural decoration enterprises has become increasingly fierce.In the context of the new era,companies not only need to focus on product and service quality,but also pay more attention to the management of customer relationships.Customer resources are the key to an enterprise.Only by doing a good job in scientific customer relationship management can the company promote its healthy and lasting development.A building decoration company is a professional decoration company focusing on interior decoration design and construction,integrating building curtain walls,building electromechanical installation,electronics and intelligence,and fire fighting equipment.Since its establishment in 1998,the company has been developing steadily and has accumulated a number of high-quality customers.However,as a medium-sized private local enterprise,Company A lacks a complete customer relationship management system in its daily operations,which limits the company’s further development and growth.This article takes A building decoration company as the main research object,and conducts a deep analysis of the current situation of the company from three aspects of customer relationship development,maintenance and loss,and discovers the problems of A company in customer relationship management.For example,the customer acquisition method is single,the customer classification dimension is single,the customer management enthusiasm is not high,and the customer churn management system is lacking.This research comprehensively sorts out the relevant theories and analysis tools of customer relationship management,such as customer segmentation theory,IDIC model analysis method,Porter’s five forces analysis methodology,4C analysis method,customer life cycle theory analysis method,etc.,to find suitable architectural decoration Relevant theories of enterprise customer relationship management,and propose a CRM evaluation model suitable for A company.This article first conductsresearch and analysis on the status quo of A company,combined with internal staff interviews and customer satisfaction questionnaires,and conducts an in-depth analysis of A company’s customer relationship management issues.In terms of customer development,an optimized plan was proposed to expand the contact channels of target customers,develop potential customers,competitor customers and cooperative enterprise customers.In terms of customer maintenance,it proposed an optimization plan to strengthen communication with customers,improve customer classification,and continuously improve service and management processes.In terms of customer churn,an optimization plan for optimizing the organizational structure and establishing a customer churn warning mechanism was proposed.