Reesearch On The Improvement Of Customer Relationship Management Of Company A Based On IDIC Model

With the development of real estate industry in recent years,the industry of real estate brokers is uprising and the competition of the industry gets fierce.Meanwhile,the living space of small and medium-sized real estate broker companies gets smaller.Hence,how to attract customers,how to improve customer loyalty,how to increase customer viscosity and how to provide valuable services for customers have become the priority among priorities in the development of small and medium-sized real estate brokerage companies.This paper,by taking company A as object of research and decomposing the business management activities of company A,make an analysis of shortcomings of company A regarding customer relation management using literature review,interview communication,questionnaire survey and case analysis from perspective of customer relation management.Moreover,the author identifies reasons for the shortcomings and comes up with countermeasures to the problems.According to studies,the problem of “attaching little importance to management and unreasonable management targets” is universal on customer relation management.In specific,companies pay too much attention to short-term interests and overlook long-term interests created by customers.Moreover,problems like no unified standard for customer relation maintenance,a high degree of randomness,incomplete system and low quality of employee in general are existing.In response to these problems,this research,through analyzing item by item,has identified the reasons: employees do not have comprehensive understanding about customer relation management,paying too much attention to short-term interests and being anxious to establish fast customer relations;a lack of market segmentation of customers,bugs on system management and a lack of a complete training system to improve the quality and ability of customers.Considering that,based on IDIC model,this paper has come up with a strategy for enhancing customer relation management,innovating service models,upgrading service ideas,optimizing customer service system,optimizing customer service system and improving the overall quality of employees.Meanwhile,the author stresses the importance of training management,the formulation and completion of a training management system and the ability to safeguard customer ability.Thus doing,the author aims to enhancing the customer relation management ability and company A and achieving long-term stable development of the company.