The Research of the Property Service Enterprise's Innovation Based on the Customer Relationship Management Theory

摘要

Customer is the basis of the property services enterprise, the competition of property services enterprise is the competition for grabbing customers. It is necessary to achieve the following objectives: to provide the right product or service at the right time, to satisfy the customer needs and desires. But the management of property services enterprise is found many kinds of problems. Though they pay close attention to collecting information on customers, but the actual work is not satisfactory. The paper research innovation based on the customer relationship management in the property service enterprise, through set the goal of implementation of the customer relationship management, positioning on services market, optimizing the service processes, to form all employees "customer-centric" business philosophy. The customer satisfaction and customer loyalty rely on quality of customer complaints handling, The ideas of CRM requires a complete understanding of property services enterprises throughout the customer life cycle, they must provide the platform to communicate with customers. Property services enterprise set up various office of customer service center is in the implementation of CRM strategies. Taking all kinds method to improve service efficiency, and ultimately achieving higher goals of customer satisfaction.