20 mid-1980s, the industry is a buyer's market, if not constantly customer satisfaction, facing the best merchandise is unsellable risks, especially in the service industry will become more serious. 85 "European Scandinavian airline" of services and management beliefs : The change in the profits of enterprises depends product or service quality. After reached the United States to be substantiated, CS business strategy concept arose. CS is CUSTOMER SATISFACTION English acronym is "customer satisfaction"; Description of customers and business activities of the partnership, not just sales and services (such as suppliers and employees). CS guiding ideas : the principle of customer satisfaction, from the customer perspective, viewpoint, rather than their own interests and business analysis perspective consider the needs of customers. stand to respect and safeguard the vital interests of customers on starting. A customer-centered services of the 1990s to win the age, guidelines for activities is how to make customers happy. But maintaining technological and productivity leading very difficult, "bottleneck." Meanwhile, the cost of compressed almost to the limit, Where is the way out? Enterprises have to reexamine its management thinking and therefore customer centers have come into being. In a sense, customers feel satisfied with the enterprise is not invincible, even higher than the price competitiveness of domestic opponents; But still will have brand loyalty to products customers. Followed by a principle, the use of new technology and quality services to meet changes in the market; It is the "Bi-stick" figures of the management model and use. Xinjing Bao learning Enlightenment] With high-quality service to customers, in other words, customers have become the most competitive enterprises in key factor lies. Recalling customers stand on its own and control their own review, after all, and we synchronization of the heart. 2, the satisfaction of the four elements on the stand customers to develop products to have all customers "unsatisfactory" factor from the product itself (including the design, manufacture, supply process) removed. Meanwhile, constantly improve the service system. If efficiency, product quality, quality of support form. Attention to the views of customers build summary information collection and analysis system, make regular assessments and recommendations and to improve the rebates. And to establish and perfect the customer-centered organization formed to customer needs and views of the rapid reaction mechanism ensure that the organizations vertical and horizontal communication smooth. Grading will be authorized as service sectors thinning how customers feel satisfied, should allow each staff (especially the frontline staff) have professional skills and maintain a positive attitude, know how to let customer service satisfaction is the focus of their duties. Xinjing Bao learning Enlightenment] customer satisfaction, and continually satisfied until loyalty is a pursuit of the realm, not to please, have to do depends on the understanding with the first one, and when elevated to the level of strategic enterprises, it is the height (solved). 3, the customer is a resource yet to see if the customers as a direct profit enterprises such as currency, the status of deposit products, Management Accounting and into the scope, what would you think? When the client can be used to measure the value of, or be able to return to the enterprise to change; How do you assess? If enterprises by giving customers "assets" meaning (not accounting of ownership and control). Then, on the management of natural customers in a strategic height; You have opinions? Customer relationship management is to establish long-term and enterprise development with the customer (customer) groups, the prerequisite is mutual trust, and to provide every possible service. Xinjing Bao learn from the Enlightenment] enterprise resource management point of view (which is also "TYQH" enterprise resource management 10) Although customers do not have right to ownership and control of enterprises; but it has a unique voice and the right to choose. Sentence for better retention, customer Jul precisely to the next customer willing. 4, tireless realm of business has never denied the quest for profit. CS Strategy aims to be good at discovering and nurturing customers; and maximize the retention of real customers. The so-called real client is a long-term and stable relations and is willing to the enterprise products and services was suitable price customers. This is our tireless pursuit of the realm. We also explore and develop "real customers" and strive for "win-win" is a heavy responsibility. When a "win-win" as a customer relationship and development of infrastructure, "supply" of the party to provide quality services and products "demand" side return for the right price -- two sides also established the close co-operation between the bridges. Case : In the 1990s, the "generic" distributor inventory of many products, many already overburdened distribution of the stock. So "generic" re-positioning it with the distributors of strategies to establish a direct sales model; that is, in addition to distributors for inventory or stock samples, through the "universal" order processing system, stock in the company notified the next day delivery; and the minimum price. In return, distributors must be approved in principle on the basis of monthly sales increased more than 5%. Interpretation : This is a big difference, distributors no longer complain that the "supply and demand" will then have to re-smooth, The two sides were satisfied with the time a new level of the. Xinjing Bao learning enlightenment] "win-win" is a good indicator of customer relations, As long as the two sides are conducive to the stability and long-term profit gain; and should actively consider to be, After all, CS strategic "win-win" is the pursuit of the goal.