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在全面关注竞争环境时,企业要开展系统的顾客研究,在顾客关系管理方面加大投入,提高顾客满意度和忠诚度,并不断再造企业组织体系和优化业务流程,以维持、提高顾客占有率,实现企业的可持续发展。进入2014年以来,作为事关每个百姓的民生业态,药店已然无法重现黄金发展期的高速增长,而是要适应经济大势中“稳增长、调结构、促转型”的新常态。同时,像诸多传统零售业态一样,药店业也要面对互联网经济大潮的巨大冲击,在营销模式、管理模式、发展模式等方面及时做出足够改变与调整。
In a comprehensive focus on the competitive environment, enterprises should conduct systematic customer research, increase investment in customer relationship management, improve customer satisfaction and loyalty, and continue to rebuild the organizational structure of enterprises and optimize business processes in order to maintain and enhance customer share , To achieve sustainable development of enterprises. Since 2014, as a people’s livelihood that affects every people, pharmacies have been unable to reproduce the rapid growth of the golden period, but to adapt to the new normal in the economic trend of “stabilizing growth, adjusting structure and promoting transformation.” At the same time, like many traditional retail formats, the pharmacy industry has to face the huge impact of the Internet economy and make enough changes and adjustments in a timely manner in terms of marketing mode, management mode and development mode.