Improvement Research On Customer Relationship Management Of A Company

Since the 1990s,many foreign-funded enterprises have entered China to do business.Relying on leading technological advantages and the rapid development of the Chinese economy,many foreign-funded enterprises have developed rapidly.As the leader in the global solid-liquid separation woven filter fabric industry,Company A has become the first brand in China’s medium-high end solid-liquid separation woven filter fabric industry since entering the Chinese market in 2004.With the technological progress of domestic competitors,the overall competitive environment of the industry is becoming increasingly fierce.This paper takes Company A as the research object,and aims to solve the customer relationship management problems it faces by applying relevant customer relationship management theories,so as to improve the comprehensive competitiveness of Company A and realize the healthy and sustainable development of the company.This paper analyzes the current situation of Company A by means of literature retrieval,investigation and interview,analyzes the existing problems in its customer relationship management by means of questionnaire survey and comparative analysis,and designs the optimization scheme of customer relationship management by using relevant customer relationship management theories.On the basis of reviewing the relevant theories of customer relationship management,this paper analyzes the current situation of customer relationship management of Company A by combining with the results of the internal management’s customer relationship management questionnaire and customer satisfaction survey.It is found that there are problems in the customer relationship management of Company A,such as insufficient integration of customer relationship management system,outdated concept of customer relationship management in various departments of the company,low customer satisfaction and loyalty,non-standard customer management process,lack of dynamic customer management,lack of differentiated customer management and customer recovery mechanism,etc.Based on the research,this paper puts forward the optimization plan of establishing customer-centered business philosophy,establishing perfect customer relationship management system,and formulating differentiated customer relationship management strategies according to customer value.Finally,the paper from the management system,resource investment,corporate culture for the implementation of the program to formulate the corresponding safeguard measures.According to the research of the paper,to improve the customer relationship management ability of Company A,it is necessary to establish a customer-centered business philosophy,improve its customer relationship management system,and implement differentiated customer relationship management strategies.At the same time,this paper can provide a reference for the customer relationship management of other foreign-funded enterprises similar to Company A.