1. Business strategy is related to the future development direction, road and action of an enterprise. With the change of environment, the business strategy of enterprises should also have a process of continuous innovation. It is the need of market development for enterprises to adopt a customer-centered business strategy. It determines whether an enterprise can establish a long-term and stable win-win relationship with customers and embark on a development path that not only meets customer needs, but also makes the enterprise more competitive. Under this business strategy, the interests of enterprises and customers are the same, and the adjustment of enterprise structure and resource allocation are all to meet the needs of customers. Enterprises should also form a customer-centered service consciousness on values, beliefs and codes of conduct, and list it as a part of corporate culture, and regard customer satisfaction as one of the criteria for judging work in business objectives. The formulation of business strategy is the overall plan for the development of enterprises by top managers, so top managers should first establish this business philosophy.
2. Organizational change is the guarantee of strategic change. Enterprises should establish a more flexible organizational structure system with customers as the center, invest organizational resources in the aspects that can best meet customers' needs, and implement the customer-centered idea in the aspects of assessment system, salary system and incentive system. The manufacturing department should ensure good quality. The human resources department should train high-quality employees to complete high-level services. Sales department, finance department and transportation department should all take customers as the center. The management of large customers by enterprises lacks systematicness and standardization. Establishing the key account management department and endowing it with certain assessment rights and scheduling rights will help to improve the chaotic situation of key account management.
3. The traditional enterprise process is based on the division of labor, which divides the enterprise into several departments, and it is difficult to realize information integration, resulting in low customer service efficiency. Enterprises should analyze the marketing, sales and service status of the company from the perspective of process, and analyze the operation mode of major customers, experience their feelings before, during and after purchase from the standpoint of customers, and find out the reasons that lead to customer dissatisfaction. Taking customer demand as the process center, the enterprise process and business operation mode are re-integrated, so that all departments in the organization act in unison, and the R&D department, manufacturing department, sales department, transportation department, finance department and human resources department all coordinate their actions and actively participate in providing the most satisfactory service to major customers, thus improving customer service efficiency.
4. Key account management based on the information age makes use of advanced tools provided by the information age.
① Hardware, including computers, communication facilities and network infrastructure. As a call center integrating computer, communication technology and Internet, it has received special attention. It consists of automatic voice response, manual agent, CTI and Internet, and customers can freely choose telephone, email and Web to obtain enterprise services. Enterprises should choose the integration degree of call center according to their own conditions and business development needs;
(2) In terms of software, ERP (Enterprise Resource Management System), SCM (Supply Chain Management System) and CRM (Customer Relationship Management System) provide relatively mature application software for providing good customer service. However, enterprises belong to different industries, with different scales, financial resources, material resources, manpower and management levels. The software they choose to support customer service will be very different, so enterprises can't carry the burden of software in order to follow the trend.
③ Technically, it can be divided into information technology, data resource management technology and statistical technology. Information technology includes internet, e-commerce and multimedia technology, data resource management technology includes data warehouse and data mining, and statistical technology includes regression analysis and Markov model. Advanced facilities and technology provide auxiliary means for the implementation of key account management, but for enterprises, the core is to establish a customer-centered business philosophy, and technology cannot be used for the sake of using technology.