中國的第12個五年發展計劃指出實現振興中國科學、教育和人力資源的政策；注重人才培養,以人才培養為重要保證提高國家的核心競爭力和綜合國力；強調職業教育的蓬勃發展,發展各種形式的職業技能培訓,發展遠程教育和繼續教育,建設學習型社會和終身學習的人。自改革開放以來,中國經濟發展以8%的速度快速增長,經濟發展促進人才需求越來越強烈，人才的要求也越來越高。中國人口眾多,教育產業的市場規模非常大,在2014年,整個教育和培訓市場的總規模約為1500億美元。中國的教育是應試教育制度,學校的孩子們面對激烈的競爭壓力,這對培訓和教育提供了一個廣闊的市場。在中國,父母注重孩子的教育,受傳統文化的影響,中國的父母盡一切努力促進子女成才,目前,孩子的教育支出已超過養老和住房消費,成為家庭儲蓄的最大目的。隨著中國互聯網技術的發展,網絡教育已經流行,與傳統教育相比,網絡教育是相當靈活的,它消除了教學空間的成本和其他費用,培訓成本顯著降低,降低培訓成本吸引更多的人參加培訓。據統計,2014年,中國網絡教育的市場規模達到150億美元。

 Introduction引言

China's 12th Five-Year Development Program points out implementation of the strategy of rejuvenating China with science, education and human resources; paying attention to personnel training; taking personnel training as an important guarantee to enhance the country's core competitiveness and overall national strength; stressing vigorous development of vocational education, development of various forms of training of vocational skills, development of distance education and continuing education, building a learning society with lifelong learning people (Long, 2013). Since the reform and opening up, China's economy develops with a rapid rise of 8%, economic development promotes increasingly strong demand for talents, the requirements for talents are also increasingly higher. China has a large population, the market scale of the education industry is very large, in 2014, the total scale of the entire education and training market was about $ 150 billion dollars (Wang, 2014). Chinese education is examination-oriented education system, school kids are faced with competitive pressure, which provides a broad market for training and education (Hang, 2009). In China, parents pay attention to their children's education, affected by the traditional culture, Chinese parents make every effort to promote their children to be talent, currently, children's education spending has exceeded pension and housing consumption and become the most purpose of household savings (Wang, 2014). With the development of China's Internet technology, online education has been popular, compared to traditional education, online education is considerably flexible, it eliminates costs for teaching spaces and other expenses, training costs are significantly reduced, lower training costs attract more people to participate in the training. According to statistics, in 2014, the market scale of China's online education reached $ 15 billion (Wang, 2014). In this favorable macroeconomic backdrop, 66Speak, a subsidiary of Ningbo E-Commerce Company, technically started in December 2014. It offers one-on-one customized virtual Language lessons to the students who want to learn authentic languages from the native speakers. The total number of students who taking classes has reached 60 and it’s still increasing, but the problem is that after the first 3-month session, less than ? students come up for renewal. Compared to the growth rate of the company's sales in August this year, the growth rate in September fell by 25%. How to improve 66Speak online customers’ royalty concerns my partners and me a lot. We’ve employed personalized service strategy to solve the problem by personalized, one-stop service strategy, communication strategy and strategy of establishing long-term relationships between the company and its customers. The author expects that through these strategies, in the next six weeks, the customer churn rate will be reduced from 50% to 15%, the growth rate of the monthly income will be improved from a decline of 25% to 10%.