Customer Relationship Management Year-end Personal Work Summary (1) Customer is the driving force of enterprise marketing and the core of production for enterprises, and customer relationship management is a very important working material in enterprise marketing activities. Good customer relationship can reduce business risks, improve profit potential and promote the sustainable development of enterprises, so it is particularly important to strengthen customer relationship management. Based on this, this paper takes the importance of customer relationship management as the breakthrough point, analyzes the problems existing in customer relationship management in enterprise marketing, and puts forward a series of strategies to strengthen customer relationship management, so as to promote the coordinated development of enterprise marketing and customer relationship.
The so-called customer relationship management means that in the process of marketing activities, enterprises take necessary methods and strategies to accurately locate marketing strategies, strengthen cooperation with customers, and bring high-quality services to customers. Through the maintenance of customer relationships, customers can rely on and trust the enterprise, thus promoting further cooperation between the two sides and maximizing the economic benefits of enterprises.
First, the importance of customer relationship management
1. can effectively reduce the marketing risk of enterprises. How to tap the potential customer resources in the market environment is the important information of enterprise customer relationship. Promoting the tacit relationship between enterprises and customers through corresponding marketing means is conducive to achieving a win-win situation for both parties. At the same time, through mutual communication and exchange, it is more conducive to the unity of each other's goals to establish a trust relationship between customers and enterprises. Therefore, only when enterprises and customers pursue the same goal can they better carry out the follow-up work, which can show that they have established a very stable cooperative relationship, which is conducive to the integration of customer information resources by enterprises. Therefore, in the process of marketing activities, enterprises should communicate with customers attentively, strive to gain the greatest support and trust from customers, thus forming their own stable customer groups, continuously improving their own economic benefits and reducing the marketing risks of enterprises.
2. It is conducive to improving the profit potential of enterprises. Enterprises collect the basic information of customers, thus forming a management model and promoting enterprises to manage customers. If there is a good relationship between enterprises and customers, it can effectively reduce the transaction costs of enterprises, and at the same time help enterprises maintain long-term and stable customers and improve the correlation between enterprises and customers. Through such a customer management relationship, we will continue to expand the potential customer base. It is not only beneficial to the communication within the customer group, but also meets the needs of customers. At the same time, it is also conducive to enterprises to bring targeted services to customers and continuously improve the market share of enterprises in the industry. Moreover, in order to adapt to the development of the times, enterprises must constantly innovate and reform to meet the market demand. This process invisibly improves the profit potential of enterprises and promotes the sustainable development of enterprises.
3. Enhance the composition of enterprise competitiveness. Under the new situation, enterprises pay more and more attention to customer relationship management, which is the core of enterprise development. Enterprises can analyze the current situation of the industry through market research, grasp the current development trend of the industry, and have a general forecast for the future development of the enterprise. At the same time, enterprises can also reduce the marketing risk of enterprises through customer relationship management, and feed back these management information to make plans that are conducive to improving the economic benefits of enterprises. Especially through customer relationship management to tap the potential customer value, so as to promote the core competitiveness of enterprises, which is conducive to the sustainable development of enterprises. With the progress of the times, the traditional marketing methods have obviously failed to adapt to the development of society. It is more inclined to short-term promotion, such as attracting customers through activities such as reducing prices and buying gifts, which is necessary blindness. Although this marketing method can gain benefits in the short term, it is not conducive to the composition of long-term cooperative relations with customers in the long run.
Second, the problems in customer relationship management
1. Enterprises pay insufficient attention to customer relationship management. With the increasingly fierce market competition, if enterprises want to seek development, they must make clear the importance of customer relationship management to marketing activities, establish good customer relationship, constantly strengthen the management concept of customer relationship maintenance, and establish and improve the management system, which has become a subject that cannot be ignored in the development of modern enterprises. However, due to the arrival of the information age, more and more enterprises have changed the previous manual service into intelligent machine service in order to strengthen the informatization construction of enterprises, which makes the communication with customers ineffective and is not conducive to the customer's perception experience. The blind transformation is mainly due to the lack of customer relationship management awareness and the lack of a perfect customer relationship management mechanism within the enterprise.
2. I know little about the methods of customer relationship management in other enterprises. Under the current pattern of global economic integration, the competition of similar products has reached a white-hot stage, which may inhibit the value of enterprise products and promote the development of enterprise products. However, if enterprises want to occupy a larger market share, they must show their own advantages. In addition to innovating the functions of products, it is also necessary to understand the customer relationship management of the same type of enterprises, which is an important embodiment of corporate culture and value. As the saying goes, know yourself and know yourself. Only by mastering the customer relationship management strategies of other enterprises, combining with the actual situation of enterprises to learn from each other's strengths and integrate their advantages can we promote the effectiveness of our own customer relationship management.
3. Customer relationship lacks emotional management. Simple interest relationship is not an important factor to maintain good customers. People need to build on sincere feelings, so do enterprises and customers. Therefore, customer relationship cannot be measured only by benefits or data. After all, even with the advanced technology, customers can't feel the temperature, and people can't play an important role in management. Therefore, this requires enterprise managers to communicate face-to-face with customers in marketing activities, bring high-quality services according to customers' needs, and thus promote the penetration of emotional factors in customer relationship management.
Third, optimize the strategy of customer relationship management.
1. Strengthen cooperation. When carrying out marketing activities, enterprises should give full play to the value and role of customer relationship management, summarize and classify all kinds of customer relationships arising in the process of cooperation, so as to promote enterprises to accurately grasp the customer situation in the market information environment. Only in this way, enterprises can meet the actual needs of customers when cooperating with customers, strengthen customers' dependence on enterprises, thus promoting enterprises to establish stable customer groups and expand their market fields. At the same time, in the marketing process, enterprises should also strengthen the construction of corporate culture, attract more customers to understand the enterprise through their own corporate culture, and thus form a long-term cooperative relationship with enterprises.
2. Pay attention to the marketing model of your own enterprise. With the continuous development of social economy, the market demand is gradually diversified, and some traditional marketing models are obviously unable to adapt to such fierce market competition, which restricts the all-round development of enterprises. Therefore, enterprises should constantly innovate marketing models in their development and pay attention to the maintenance and management of customer relationships. Keep up with the times and the development trend of the industry, constantly adjust and optimize the marketing model according to market demand, and help enterprises occupy a place in the fierce market environment. How to tap potential customers on the basis of maintaining the original customer group is the foundation of the continuous development of enterprises. Therefore, enterprises must establish good cooperative management with customers, always pay attention to their own marketing model, adjust the industrial structure of enterprises, and promote the rapid development of enterprises.
3. Be good at tapping the value of potential customers. Enterprises should constantly sort out and classify customer groups, explore possible potential customers, and strive to develop these customers into customers who can form long-term cooperative relations with enterprises. At the same time, enterprises should also send full-time staff to train these customers, so that customers can know more about the enterprise and rely more on the products of the enterprise, so as to establish cooperative relations with the enterprise with confidence. In addition, enterprises can also formulate targeted marketing activities through customer feedback information, which not only promotes the sales of enterprise products, but also improves the visibility of products. In turn, such activities can bring more feedback information to enterprises and promote the cultivation and mining of new customers. Therefore, customer relationship is very important for enterprises. Excavating the value of potential customers can not only make potential customers become long-term fixed customer groups, but also promote the growth of economic benefits of enterprises.
In short, if an enterprise wants to develop in the long run and effectively carry out various marketing activities, it must realize the importance of customer relationship management, face up to the problems existing in the current customer relationship management, and explore measures to improve customer relationship management, so as to promote the promotion of the core competitiveness of the enterprise, promote the effective development of enterprise marketing activities, promote the healthy growth of enterprise economic benefits, and lay a good foundation for realizing the sustainable development of the enterprise.
Customer Relationship Management Year-end Personal Work Summary (II) I attended the study and training arranged by the company in the academic lecture hall today. I am very grateful to the company leaders for giving me the learning opportunity. This research is just one word to me: value. Until I wrote down my own experience, my mind was full of scenes of the learning venue and the code that the teacher said. Today's study topic is: customer relationship management, and the speaker is xxx.
Through this training, I have a new understanding of how to deal with the relationship with customers. Customer-centered, based on customer needs, to maximize customer value, let me know how to treat customers sincerely in communication with customers. Only by considering the problem from the customer's point of view with a sincere heart can we really do a good job in service.
Through the case told by the teacher, I deeply understand that the original customer relationship is not waiting for death, but actively identifying customers with potential consumption power among each customer, firmly locking in the target customers, and collecting, sorting and classifying customers' personal information and preferences, which are managed by special personnel in a unified way, constantly improving customer satisfaction and loyalty, and establishing a good and effective management system.
There is a good saying: if you don't learn, don't ask, don't study, don't study, don't review and don't practice, you are worthless. I learned a lot after this study. These methods will definitely be of great help to my future work and point out the direction for how to deal with customers in the future.
Our ultimate goal is to pay attention to future big customers with an open mind, so that customers can not only meet immediate needs, but also become our loyal customers.
Customer relationship management year-end personal work summary (3) This training has given me a new understanding of the position of account manager. The customer manager system is a modern financial management mode that changes the previous service mode of banks, is market-oriented, customer-centered, provides customers with all-round financial services from the customer's needs, and maximizes customer value and the bank's own benefits. Account managers play an important role in communication, market research and customer center services. We should seriously study the methods and skills of customer management, use modern means to change ourselves first, so as to achieve the purpose of changing customers, thus occupying the market and customers as soon as possible, and achieving win-win or even win-win.
Therefore, we should focus on the following aspects in the future:
1, adapt to work changes as soon as possible.
The first is proficiency in business skills. This is the key. If you are not familiar with business knowledge, you can't talk about any service and marketing, let alone customer development. Followed by marketing skills. In the position of account manager, it is not only quality service, but also a kind of marketing. We face many kinds of customers every day. We should be good at extensive communication and exchange with them, gain insight into customers' ideas and provide them with satisfactory services. The relationship between the account manager and the customer is not only a business relationship, but also a human relationship; The service of the account manager should be creative and ahead of the customer. Then under the guidance of this concept, through the study of business and the accurate grasp of market conditions, we can provide reasonable suggestions to customers. We can't stop cooperating with our clients in public relations for dinner. Customer relationship marketing transcends the business philosophy, embodies a new marketing culture, essentially embodies the recognition of the concept of customer-centered, rather than the self-centered superiority that remains in the bones, and truly reflects the bank's humanistic care for customers and its love for the relationship between fish and water in enterprises. This kind of marketing is based on the present and focuses on the future. Being kind to customers means being kind to yourself; Enhancing customer value means enhancing self-value.
2. Active marketing, customer sourcing, customer relationship management, learning experience and understanding customer relationship.
Establish the consciousness of active marketing, development, market and service, go deep into market and enterprise investigation and study, adjust business ideas in time according to local economic characteristics, formulate customer marketing strategies suitable for local economic characteristics, find out in time, actively cultivate high-quality customers and loan projects, and actively explore the credit market. Actively explore, select, cultivate and support effective credit demand, actively explore credit varieties suitable for small and medium-sized enterprises and local economic characteristics, expand the scope of credit supply, and strive to improve the safety, liquidity and profitability of capital use to achieve its own development and growth.
3. Strengthen the maintenance of customer relationship.
Customer classification management is the main content of account manager's customer management. According to the principle of matching input and output, different management strategies are implemented for different customers and targeted. The competition in today's financial market is particularly fierce, and the existence of various uncertain factors requires us to continuously strengthen contact with customers and establish deep feelings with them. Only in this way can we ensure the vigorous vitality of marketing work. Our career will develop.
Customer Relationship Management Year-end Personal Work Summary (4) In a blink of an eye, I have worked in X Bank for X years. With the help of my leaders and the support of my colleagues, I have grown from a student with major X to a bank clerk who can master most of the business skillfully. I was transferred from X branch to X branch as an account supervisor in X month of 20xx. Looking back on this year's work and life, I feel very rewarding. Now I will summarize my study and work this year as follows:
First, strengthen study and improve quality.
I was transferred from the X branch to the X branch this year 10 as the account supervisor. Before, there was little contact with assets business, and various businesses changed a lot, which required me to calm down and re-learn the knowledge of credit business. After I went to my post to clear my mind, I consciously strengthened the theoretical knowledge of various financial products, improved my understanding of our financial products, and became familiar with the credit business in a short time. With the help of the leader and the master, I soon got used to it. I think only after I have a thorough grasp of the business can I provide better service to my customers.
As an account manager, I deeply understand and feel the responsibility of this position. The account manager is a business card for the bank's asset business to serve the public, and it is the hub for customers to contact the bank. How to serve customers better is what I want to learn and improve. On the one hand, we should be familiar with the business products of my bank and know what we can bring to our customers. On the other hand, I need to know what customers need, especially the latter, in order to be targeted.
Second, keep your feet on the ground and work hard.
As an account manager, I work hard. My job is mainly the asset business of banks. While creating benefits for the company, I must always grasp the business risks. I can't bring losses to the bank because of my negligence. This requires me to be careful, observe carefully, investigate truthfully, report carefully and analyze professionally. While maintaining existing customers, I will try my best to tap new customers, meet the needs of customers with professional business processing ability, give priority to obtaining operating profits while achieving personal compliance, and ensure the safety of credit funds.
Third, there are shortcomings.
It is necessary to tap the existing customer resources, select the best customers, improve the quantity and quality of customers, and enhance customers' greater contribution and loyalty to banks. I need to further overcome my impatience when I was young, keep my feet on the ground, improve my work initiative, do more and talk less, and improve myself in practice.
In the new year, I will make persistent efforts, pay more attention to the study and research of new laws and regulations, new business and new knowledge, improve my working methods, work hard, enhance my service awareness, and strive to make progress in all aspects to become an excellent account manager.