检验检测机构管理问题及其对策研究

Study on the Testing Organizations of Management Problems and Countermeasures

随着社会发展和检验检测行业兴起,检验检测机构队伍逐渐壮大。结合检验检测机构的特点,以客户关系管理为突破点,对检验检测机构管理问题提出建议。首先阐述客户关系管理的理论内容,说明实施客户关系管理的重要性。其次分析现阶段存在的问题,如客服人员的专业水平不高,电子商务化普及程度低,客户关系管理维护难度大。最后根据现状提出提升人员素质,加大科技投入力度,建立满意度调查体系,树立良好形象,形成品牌效应,最终能增强客户与企业关系,提高客户的满意度和忠诚度。

With the development of society and the inspection industry rise, testing organizations gradually expand. Combined with the characteristics of the testing organizations, customer relationship management as the breakthrough point,the suggestion on the management problems of the testing organizations was put forward. The theory content of customer relationship management was expounded, the importance of the implementation of customer relationship management was illustrated. The existing problems,such as the current customer service staff＇s professional level was not high, the low level of the popularization of e- commerce, customer relationship management and maintenance difficulties, were analyzed. According to the present situation proposed to enhance the quality of personnel,increasing investment in science and technology, establishing satisfaction survey system and good image,forming the brand effect could enhance the relationship between customer and enterprise,improve customer satisfaction and loyalty.