本文選題：ABC公司 + 客戶關(guān)系管理��； 參考：《東華大學(xué)》2017年碩士論文

【摘要】：隨著經(jīng)濟(jì)全球化和一體化的發(fā)展,企業(yè)的生存和發(fā)展越來越依賴于客戶資源,企業(yè)的經(jīng)營理念也發(fā)生了巨大的轉(zhuǎn)變,從過去的“以產(chǎn)品為中心”轉(zhuǎn)向現(xiàn)在的“以客戶為中心”了。客戶關(guān)系管理理論已成為企業(yè)吸引客戶,保留客戶的管理方法。對(duì)于日益嚴(yán)峻的外貿(mào)出口企業(yè)而言,市場(chǎng)競(jìng)爭(zhēng)日益激烈,而產(chǎn)品和服務(wù)的同質(zhì)化越來越嚴(yán)重,買家的要求卻在不斷的加強(qiáng)和嚴(yán)苛。因此,外貿(mào)出口企業(yè)正面臨客戶資源稀缺的問題,企業(yè)要想可持續(xù)的良性發(fā)展,需要不斷的開發(fā)新客戶和維護(hù)好現(xiàn)有的優(yōu)質(zhì)客戶。客戶關(guān)系管理的研究不僅對(duì)我國外貿(mào)企業(yè)具有重大意義和價(jià)值,而且有著極大的迫切性和必要性。ABC公司是一家外資進(jìn)出口貿(mào)易公司,經(jīng)過近20年的發(fā)展,存在著如何管理和增強(qiáng)客戶關(guān)系管理的不足之處,本論文將ABC公司作為研究對(duì)象,首先對(duì)ABC公司的基本情況做了一個(gè)大概的陳述,然后分析了ABC公司客戶關(guān)系管理現(xiàn)狀,通過問卷調(diào)查和訪談?wù){(diào)查的分析,找出了ABC公司客戶關(guān)系管理存在的問題。在這基礎(chǔ)上,提出了解決ABC公司客戶關(guān)系管理問題的方案,最后從制度保障,人才保障,技術(shù)保障,組織保障等方面來提出優(yōu)化的保障措施。本論文將客戶關(guān)系管理的理論應(yīng)用到ABC公司的CRM系統(tǒng)建立中,對(duì)提高我國外貿(mào)出口企業(yè)的客戶關(guān)系管理水平提升有實(shí)際意義,本文的研究成果也可為外貿(mào)企業(yè)管理客戶關(guān)系提供一些借鑒。
[Abstract]:With the development of economic globalization and integration, the survival and development of enterprises are more and more dependent on customer resources, and the business philosophy of enterprises has changed greatly. From "product centered" to "customer centered", the theory of customer relationship management has become an enterprise to attract customers and keep the management of customers. Methods. For the increasingly severe export enterprises, the market competition is increasingly fierce, and the homogenization of products and services is becoming more and more serious, but the requirements of the buyers are constantly strengthened and harsh. Therefore, the export enterprises are facing the problem of the scarcity of customer resources, and the enterprises need to develop new customers constantly to develop the sustainable and benign development. The research on customer relationship management not only has great significance and value to our foreign trade enterprises, but also has great urgency and necessity..ABC company is a foreign import and export trading company. After nearly 20 years of development, there is a shortage of how to manage and enhance customer relationship management. This paper takes ABC company as the research object, first makes a general statement about the basic situation of ABC company, then analyzes the current situation of ABC company's customer relationship management. Through the analysis of questionnaire survey and interview survey, it finds out the existing problems of the customer relationship management of the ABC company. On this basis, it puts forward a solution to the customer relationship management of the ABC company. In this paper, the theory of customer relationship management is applied to the establishment of the CRM system of ABC company, which has practical significance to improve the customer relationship management level of our foreign trade export enterprises, and the research results of this paper. It can also provide some reference for foreign trade enterprises to manage customer relationship.
【學(xué)位授予單位】：東華大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F274;F426.86

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