本文選題：客戶關(guān)系管理　切入點(diǎn)：捷普綠點(diǎn)　出處：《天津工業(yè)大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：全球一體化的今天,殘酷的市場競爭使得公司越來越深刻地意識到市場的競爭就是企業(yè)間爭奪客戶的競爭。企業(yè)要實(shí)現(xiàn)贏利就要依賴客戶,想在競爭激烈的環(huán)境中生存并保持優(yōu)勢,就必須重視客戶關(guān)系管理。然而,企業(yè)對于客戶關(guān)系管理只是停留在表面,在很多方面還是存在著諸多不足,本文對客戶關(guān)系管理理論進(jìn)行了相關(guān)研究,以國外相關(guān)研究成果為基礎(chǔ)進(jìn)行了內(nèi)容梳理,詳細(xì)探索了制造業(yè)在客戶關(guān)系管理方面的相關(guān)內(nèi)容,對捷普綠點(diǎn)公司的案例進(jìn)行了案例分析,采用部門一對一訪談的方式了解公司客戶關(guān)系管理現(xiàn)狀,以公司管理者的角度指出存在的問題并給出解決措施,同時(shí),通過調(diào)查問卷的形式收集普通員工對客戶關(guān)系管理的了解度和參與度,最終整理資料得出目前公司在客戶關(guān)系管理方面存在的問題,主要體現(xiàn)在人事規(guī)劃、生產(chǎn)運(yùn)行、供應(yīng)商管理和持續(xù)改善等方面,優(yōu)化客戶關(guān)系管理方案以準(zhǔn)確把握客戶相關(guān)信息,滿足客戶的差異化服務(wù)的基本需求,增強(qiáng)客戶的滿意度和忠誠度,從而在增強(qiáng)客戶為服務(wù)中心基本理念的基礎(chǔ)上提升服務(wù)效率,降低成本,為企業(yè)核心競爭力的提升提供保障,增強(qiáng)產(chǎn)品附加值,實(shí)現(xiàn)客戶與企業(yè)互利共贏的基本目標(biāo),為公司的可持續(xù)發(fā)展提供保障。企業(yè)在客戶關(guān)系管理方面要從企業(yè)文化變革、企業(yè)理念轉(zhuǎn)變和組織業(yè)務(wù)優(yōu)化等多方面進(jìn)行,為企業(yè)的長期發(fā)展奠定堅(jiān)實(shí)的基礎(chǔ),對企業(yè)提升競爭力,增強(qiáng)經(jīng)營能力具有一定的理論及現(xiàn)實(shí)意義。
[Abstract]:With the globalization of the world, the cruel market competition makes the company realize more and more that the market competition is the competition among the enterprises. If the enterprise wants to realize the profit, it must depend on the customer. In order to survive and maintain the advantage in the competitive environment, we must attach importance to customer relationship management. However, enterprises only stay on the surface for customer relationship management, there are still many shortcomings in many aspects. This paper has carried on the related research to the customer relationship management theory, has combed the content based on the foreign related research results, has explored the related content of the manufacturing industry in the aspect of customer relationship management in detail. This paper analyzes the case of Jepper Green Point Company, uses one-to-one interviews to understand the current situation of customer relationship management, points out the existing problems from the perspective of the company manager, and gives the solutions, at the same time, Through the form of questionnaire to collect the understanding and participation of ordinary employees on customer relationship management, finally collate the data to get the problems existing in customer relationship management, mainly reflected in personnel planning, production and operation. In the aspects of supplier management and continuous improvement, the customer relationship management scheme is optimized to accurately grasp the relevant information of customers, to meet the basic needs of customers' differentiated services, and to enhance customer satisfaction and loyalty. Therefore, on the basis of enhancing the basic concept of customer as the service center, we can improve the service efficiency, reduce the cost, provide the guarantee for the promotion of the core competitiveness of the enterprise, enhance the added value of the products, and realize the basic goal of mutual benefit and win-win between the customer and the enterprise. To provide the guarantee for the sustainable development of the company. In the aspect of customer relationship management, the enterprise should carry on the transformation of corporate culture, the change of enterprise concept and the optimization of organization business, etc., which will lay a solid foundation for the long-term development of the enterprise. It has certain theoretical and practical significance for enterprises to enhance their competitiveness and enhance their management ability.
【學(xué)位授予單位】：天津工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F274;F416.6

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