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The CRM Current Situation and Improvement Countermeasures in Aftersale Service of Chengdu Kobelco Construction Machinery(Group) Co., Ltd

Author: LiuPing
Tutor: WangHuaiShi
School: Lanzhou University
Course: Business Administration
Keywords: Chengdu Kobelco Construction Machinery Customer Relationship Management Service Customer Satisfaction
CLC: F426.31
Type: Master's thesis
Year: 2010
Downloads: 466
Quote: 1
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Abstract


In the competitive market , \small, differences in product market segments occupy the market 's competitive advantage has become particularly difficult. The importance of individual needs of customers more and more enterprises to pay attention , so the customer relationship management companies win in the competition to become an important factor . Customer relationship management is accomplished through the use of information and technology , divided into different levels of customers, and for different levels of customers to implement different customer relationships , and continuously improve customer satisfaction and loyalty , to meet customer needs while achieving the company's profits , so as to achieve win-win results. And the customer's evaluation criteria in improving people 's assessment from a single price to focus on price -performance ratio , the comparison from a single product quality , performance, attention to service. Product technology and quality in the case of convergence , service has been selected as the user purchase products brand is an important basis , but also affect an important factor in customer satisfaction , customer relationship management is a core part . Based on the Chengdu Kobelco Construction Machinery sales service system status , as well as its customer relationship management problems that exist in some of the analysis, proposed to strengthen customer service team awareness, improve customer records management solutions , customer complaint handling system , customers visit system , the customer satisfaction index system and core strategies to improve customer satisfaction and strengthen customer relationship management strategy.

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