2023年，互联网家装市场规模有望大幅增长，此前，智能家居相关技术的发展加上政府政策优化，意味着互联网家装发展的阶段将会进入迅速增长的高速阶段，翻番推动家装市场持续健康发展。然而，也必须应对日益严峻的商业环境，在这种情况下，不仅需要注重产品与服务，同时还需要注意与消费者的互动。消费者的满意度体现在他们的服务水平上，同时，消费者消费力的有效挖掘与转化则构成了企业的根本保证。E公司作为互联网家装平台的先行者，凭借其在行业里十几年的积累，深入家装服务行业的产业链中。然而，该公司由于其在日常运营过程客户关系管理面临瓶颈，从而制约了其发展。

鉴于此，本文以E公司为研究对象，通过应用IDIC模型和客户关系管理的相关理念，使用了诸如文献研究、案例分析和问卷调查这些研究手段，以消费者的视角来探讨C端消费者的客户关系管理情况。通过这些问卷调查，发现，目前的客户关系管理还有一些主要的挑战，比如消费者的获取途径过于简单，以及消费者的服务质量不高。深入研究这些难题的起因，发现主要是由于客户开发管理制度的缺陷、对于客户信息保护的重视程度不够，还有客户服务的规范性不足等。通过客户识别、客户区分、客户互动和定制化四个维度有针对性强化利用大数据精准识别客户，强化客户差异化需求进行分级管理，加强线上线下协同与有效互动，制定客户定制化服务方案等改进策略，以提高客户关系管理水平和客户满意度。

E公司作为一个在线家装行业的巨头，若希望其运营模式能够长期稳定，那么他们必须维护并发展出一个优质的客户群体。另外，借助统一的服务平台，E公司可以更好地集成客户资源，理解并满足客户的需求，从而向他们提供“个性化”的商品与服务。本文的探讨目的是能够优化这家公司的商务流程，扩大跨界销售的可能性，实现降低开支并提升利润，从而全面提高公司的运营表现。

In 2023, the Internet home improvement market is expected to experience significant growth due to the development of smart home technologies and government policy optimization. This indicates that the Internet home improvement industry will enter a stage of rapid expansion, doubling the sustainable and healthy development of the market. However, businesses must also navigate an increasingly challenging environment by focusing not only on products and services, but also on consumer interaction. Consumer satisfaction is reflected in their service level, while effective utilization of consumer spending power is crucial for business success.As a pioneer in the Internet home improvement platform, E company has established itself within the industry over more than ten years. However, it faces challenges in customer relationship management which hinder its development.

To address this issue, this paper focuses on E Company's customer relationship management using IDIC model and relevant concepts. Through literature research, case analysis and questionnaire survey targeting C-end consumers' perspective, it was found that there are major challenges such as simplistic consumer acquisition methods and low quality of consumer service.The main reasons for these problems were identified as defects in customer development management system, insufficient attention to customer information protection, and lack of standardization in customer service. By strengthening big data usage for accurate customer identification; managing differentiated needs through hierarchical approach; enhancing online-offline collaboration and effective interaction; as well as formulating customized service plans based on customers' preferences-improvements can be made to enhance customer relationship management and satisfaction.

As a leader in online home industry,E company must maintain high-quality customer base for long-term stability. With a unified service platform,E company can better integrate resources understand & meet needs,and provide "personalized" goods/services.The purpose of this paper is to optimize business process expand cross-border sales possibilities reduce expenses increase profits comprehensively improve operating performance.