国有检验检测机构客户关系管理浅析

Analysis on customer relationship management of state-owned inspection and testing institutions

在国内检验检测行业的激烈竞争中,除检测装备和检测技术能力外,服务已然成为检验检测机构的又一核心竞争力。本文通过对客户关系管理的起源、发展等理论开展研究,调研国企、事业机制检验检测机构的客户关系管理现状,分析存在的问题,以提升客户忠诚度和优化客户关系管理为目标,构建完善的客户服务体系,从先进理念的引进、“以客户为中心”的服务理念落地落细、全员参与体系构建、数字化开发与维护客户、与客户形成战略伙伴关系、客户服务标准化等方面提出观点。

In the fierce competition in the domestic inspection and testing industry,in addition to the ability of testing equipment and testing technology,service has become another core competitiveness of inspection and testing institutions.This paper studies the origin and development of customer relationship management,investigates the current situation of customer relationship management in state-owned enterprises and institutions,analyzes the existing problems,and builds a perfect customer service system with the goal of improving customer loyalty and optimizing customer relationship management,from the introduction of advanced concepts,the implementation of the"customer-centered"service concept,and the construction of the full participation system Digital development and maintenance of customers,formation of strategic partnership with customers,standardization of customer service,etc.