Research On Customer Relationship Management Optimization Of G Property Management Company Based On IDIC Model

With the development of the real estate industry and the acceleration of urbanization into cities,the demand for property management in offices of enterprises and institutions,residential properties,shopping centers,industrial parks,etc.is rapidly increasing.Property management companies provide services such as sanitation and greening,order and safety,building inspection and traffic management,which protect the office environment of enterprises and the daily life of residents.By the end of 2020,the country had more than 200,000 property management companies,employing more than 10 million people and generating revenue of more than 50 billion yuan.Domestic business management is dominated by residential-type services.As the professionalism of office properties increases,enterprises,government agencies,schools,hospitals,etc.gradually outsource property management to professional property management companies.The domestic property management industry has long suffered from inconsistent management standards,wide variations in fees,inadequate quality and service awareness of practitioners,and large conflicts and contradictions between clients and property management companies.For example,there are more disputes between customers and property management companies in terms of cleaning and greening,parking management,service attitude,dispute handling,property charges,etc.These problems in property management are mainly due to the fact that domestic property management companies are mainly small and medium-sized enterprises with insufficient customer service awareness and insufficient attention to customers’ individual needs.Improving the level of property management,easing the relationship between customers and property management companies,and enhancing the market competitiveness of property companies have become important issues in property customer relationship management.G Property Management,as a well-known property management company in Gansu Province,focuses on the operation and management of public space and building facilities in smart cities,and through continuous deepening research on customers’ needs and formulating standardized service standards,G Property provides comprehensive property management services and special property management services,including public property,park property,commercial property,residential property,etc.G Property provides comprehensive property management services and special property management services,including public properties,campus properties,commercial properties,residential properties,etc.With the expansion of business scale,G Property Management Company also faces problems such as insufficient standardization of property services,low customer satisfaction,and having customer relationship tension.The research in this paper takes the customer relationship management of G property management company as the research content,using IDIC model,customer segmentation ray theory,customer value theory and customer satisfaction theory,etc.,to analyze the current situation of customer relationship management of the company,and find out the problems and reasons through the questionnaire survey method.Based on this,this paper proposes the optimization plan and guarantee measures for customer relationship management of G Property Management Company.This paper provides an in-depth explanation of the basic theory and model of customer relationship management,the latest research progress of customer relationship management,etc.The IDIC model is used in the study of property customer relationship management,and the conditions of use and application steps of the model are discussed,which has certain theoretical value.The research results of this paper can provide support for G property management companies to improve customer relationship management,and can also be applied to other property management companies in China,which has certain practical value.