论文部分内容阅读
在竞争激烈的市场经济下,服务好大客户是现代企业自身发展的需要,通过规范大客户的服务内容,优化服务流程,不断提升服务质量,赢得与大客户的长久合作,才能促进企业的可持续发展。通过研究竞合关系、大客户服务相关理论,不难发现大客户服务中存在的问题,如客户服务意识薄弱、售后服务不到位,客户需求不了解,客户服务体系不完善,专业化服务不到位等。因此应采取建立大客户服务体系,提高大客户满意度,培育大客户忠诚度,开展大客户战略性服务等策略实现各方利益共赢。
In a highly competitive market economy, serving big customers is the need of modern enterprises for their own development. By standardizing the service content of large customers, optimizing service processes, continuously improving service quality, and winning long-term cooperation with major clients, Continuous development. Through researching the theory of competition and cooperation and big customer service, it is not difficult to find the problems existing in big customer service such as weak customer service awareness, inadequate after-sales service, lack of understanding of customer needs, imperfect customer service system and lack of specialized services Wait. Therefore, we should take the strategy of establishing a large client service system, improving the satisfaction of major customers, fostering loyalty of major customers, and developing strategic services for major clients so as to achieve win-win results for all parties.