What is CS strategy, CS management strategy introduction

The strategy of playing CS is called CS strategy.

Enterprises in business activities from the customer's standpoint to consider and solve problems, customer needs and satisfaction at the top of all factors, can be roughly divided into three levels, 1 material satisfaction layer, product use value, function, quality, design, packaging and other basic level; 2 spiritual satisfaction layer of appearance, color, decoration, taste, etc.; 3 social satisfaction layer, product in the process of use of the social interests of the degree of maintenance, and product moral value, political value, ecological value.

The implementation of the CS strategy mainly focuses on the following items.

1. Develop products that satisfy customers to meet the needs of customers, understand users, and determine the development direction and quantity of products.

2. To provide customer satisfaction service, which requires enterprises to continuously improve the service system to maximize customer satisfaction, peace of mind and convenience. Start from the leader, lead by example, and cultivate the guiding ideology of serving customers; Educate employees on the concept of CS, so that the concept of customer first is deeply rooted in the hearts of the people, and form a corporate culture that adapts to it, so that it can be internalized into the conscious action of employees; Establish a complete service index system and form a reward and punishment system.

3. Conduct customer satisfaction surveys and evaluations. Investigate the status of customer satisfaction and institutionalize it. You can also start from this to improve the company's products and services, enhance customer satisfaction, and constantly improve and update, so that the enterprise is invincible.

It can be understood as a people-oriented strategic system.

The most important thing about CS is your true understanding of the gun. And the sounds. Mental quality. Nothing else. Brother Lei Lei.

Friendly reminder.

1 team logo does not know what team you are. It's not like taking a bunch of people and taking you to a game, right?

2Is there any club support? Pure student?

There are no 3 locations, and now it has not reached the Tiannan Haibei match with 0 delays.

Sum cs。。。 Why don't you join me on a mission, it's much more real.

Personally, I think that the most important thing is the mentality, whether it is a game, being a person or doing things, it is determined by the mentality.

Friends, where are you playing CS, you can play together when you have time!

First of all, there is a certain degree of inherent contradiction in CS strategy: as an independent economic entity, it is impossible for an enterprise not to have its own interests, and it is impossible not to work hard to achieve its own interests. Second, it will lead to the non-differentiation of enterprises.

One of the prerequisites for the establishment of the CS strategy is that each company provides customers with a sense of satisfaction and fulfillment that is almost undifferentiated in terms of products, and that they only provide customers with comfort, convenience, and pleasure. So, will the company go everywhere to welcome and blindly please customers, so that the personality of the enterprise is lost, when all the enterprises are almost the same face, the sense of boredom will inevitably arise. Third, it is easy to confuse development strategy with sales strategy.

Fundamentally, CS strategy should be said to be a corporate development strategy. This comes from a correct understanding of the relationship between the company and its customers. However, in order to realize the real motivation of their own interests, some enterprises regard CS strategy as a sales strategy, only when customers are satisfied, the company's products can expand sales, and they can make more profits, so enterprises regard customers as "cash cows", and enterprises seek to establish a relationship with customers to use each other.

Recognizing the shortcomings of CS (some of which are not defects of CS strategy itself, but problems that are easy to occur in the process of strategy application) does not affect our understanding of the important advantages of CS strategy and our enthusiasm for using CS strategy. On the contrary, we should try to make full and effective use of its advantages, and suppress its negative effects as much as possible, try to complement the functions of CS strategy and CI strategy, and seek a successful strategy that adapts to the development of the enterprise.

In the mid-80s, the vast majority of industries in the West were already under a buyer's market. If you can't satisfy your customers, even good products won't sell. The first to respond systematically to this change in the operating environment was Scandinavian Airlines, which in 1985 developed a service and management perspective.

Putting forward and putting into practice this viewpoint means that enterprises consciously change the competition from productivity competition to service quality competition. Their belief is that the increase in corporate profits depends first and foremost on the quality of services.

Later, after the service and management perspective was transmitted to the United States, it was further applied and developed. At that time, the restoration of America's international competitiveness was becoming a hot topic in the United States, for which Reagan created a special National Quality Award. 60% of the evaluation indicators of the National Quality Award are directly related to customer satisfaction.

In the era of rational consumption, the material is not very abundant, consumers first focus on whether the product is durable, more consider the quality, function and the three major factors, judge the product with good and bad standards. After entering the era of perceptual consumption, the material is more abundant, the ratio of income to product has increased, and the price and quality are no longer the focus of customer consideration, on the contrary, consumers pay more attention to the design, brand and performance of the product, and judge the product with the standard of liking and disliking. In the era of emotional consumption, consumers often pay attention to whether products can bring vitality, fulfillment, comfort and beauty to their lives, and they ask for not only the function and brand of the product, but the system services related to the product.

As a result, consumers judge products by the criteria of satisfaction and dissatisfaction. Therefore, enterprises should use the charm of products and all the thoughtfulness for the sake of customers to move customers. As one car seller put it well:

When a customer's car fails, you should feel sorry for him.

The CS strategy includes:

1）。We try our best to remove customer dissatisfaction from the product itself, and create customer satisfaction in advance in the product itself in accordance with the trend of customer demand.

2) Continuously improve the service system, including improving the service speed and quality.

3) We attach great importance to the opinions of our customers. According to a survey in the United States, 60%-80% of successful technological innovations and new civilian products come from user suggestions.

4) Thousands of old customers to keep them, they are the best salesmen.

5) Establish a customer-centric corporate organization. It is required to have a rapid response mechanism to customer needs and opinions, develop an organizational atmosphere that encourages innovation, and maintain smooth communication within the organization.

6) Hierarchical authorization. This is an important part of delivering customer satisfaction in a timely manner. If the person who performs the work does not have the full right to deal with the decision, and all problems must wait for orders from the superiors, there is no guarantee of customer satisfaction.

CS is the abbreviation of customer satisfaction in English, which means "customer satisfaction". The basic guiding ideology of CS is: the entire business activities of the enterprise should be guided by customer satisfaction, analyze and consider the needs of customers from the perspective of customers, from the perspective of customers rather than the interests and views of the enterprise itself, and respect and safeguard the interests of customers as comprehensively as possible.

The customer here is a relatively broad concept, which not only refers to the object of the company's product sales and services, but also refers to the indispensable partner of the enterprise's entire business activities.