高端物业服务中的客户关系管理

Customer Relationship Management in High-end Property Service

客户关系管理旨在提高客户满意度、控制服务成本。它是高端物业服务企业品牌建设的重要举措。物业服务企业通过实施客户关系管理,将服务融入流程的执行过程,确保服务质量的稳定性,以满足客户需要。本文从物业服务实际出发,提出了物业服务企业实施客户关系管理的必要性和前提。根据高端物业客户的需求特点,结合当前物业服务的具体情况,提出了我国高端物业服务企业引入客户关系管理的总体思路和具体措施。

The aim of Customer Relationship Management(CRM) is to meet customers' satisfaction and control service costs.CRM is a major measure for brand building of a property service company.Implementing CRM,the property service company can service the users according to optimized workflows,ensure persistent service quality,and meet the needs of the users.This paper analyzes the necessities and the premises of implementing CRM for the property service company.Depending on the demand features of the customers,combini...