Research On Customer Relationship Management Of JT Co.Ltd In IDIC Model

In recent years,the prosperity of cross-border e-commerce and logistics industry has triggered environmental changes in foreign trade industry.Although it shortens the distance between manufacturers and customers,it compresses the living space of traditional foreign trade enterprises.Repeated COVID-1 9 outbreaks at home and abroad and local conflicts in the world have exacerbated the deterioration of the economic environment.In the environment of such a bad situation,foreign trade enterprises must find a new way to improve their core competitiveness,in order to usher in better development.In the past,China’s traditional glass foreign trade industry has always upheld the concept of "quality first" and"price first",focusing on building core competitiveness from the product itself.However,with the improvement of glass industry technology level,glass foreign trade market is becoming more and more mature,and the gap between product quality and price between suppliers is becoming smaller and smaller.In order to retain customers,enterprises need to establish a scientific customer relationship management(CRM)system and do a good job in CRM.CRM started late in China,but the effective application value of CRM theory has attracted extensive attention from business people and management experts.To strengthen the study of CRM will help foreign trade enterprises to win market share and achieve long-term development in the changing environment,so it is of great practical significance to enterprise management.This study takes JT Company as the research object to explore the solutions and relevant guarantee measures for the optimization of CRM system of traditional foreign trade enterprises.Firstly,the relevant literature and theories at home and abroad are sorted out and summarized,which provides a theoretical basis for the subsequent analysis of the status quo and optimization of JT company’s customer relationship management.Secondly,it introduces the relevant information of JT Company,and analyzes the CRM status of the company from the perspectives of customer value,customer satisfaction,customer classification management,customer relationship maintenance and so on.Thirdly,interviews and questionnaires were used to understand the feelings of internal employees and customers on the existing CRM of the company,and it was found that the company had the following problems:unclear customer identification,inaccurate customer differentiation,inactive customer interaction,ineffective customer customization and incomplete customer internal safeguard measures.In view of the above problems,this study then uses IDIC model to analyze optimization strategies from four perspectives:customer identification,customer differentiation,customer interaction and customer customization.Finally,four measures are put forward to ensure the operation of CRM:organizational guarantee,assessment guarantee,talent guarantee and cultural guarantee.The conclusions of this study are not only helpful for JT company to improve its CRM level and enhance its core competitiveness,but also can provide some practical enlightenment for other small and medium-sized foreign trade enterprises facing similar difficulties.