本文關(guān)鍵詞： 客戶關(guān)系管理 中小企業(yè) 應(yīng)用研究　出處：《新疆大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著社會(huì)的進(jìn)步，，世界經(jīng)濟(jì)一體化的發(fā)展，企業(yè)間的競(jìng)爭(zhēng)越來越激烈，傳統(tǒng)的商業(yè)模式發(fā)生了根本性的變化，我們的企業(yè)特別是中小企業(yè)間競(jìng)爭(zhēng)已經(jīng)逐步由以“產(chǎn)品為中心”漸漸發(fā)展到了“客戶為中心”。傳統(tǒng)的粗放管理已經(jīng)無法適應(yīng)今天的企業(yè)發(fā)展方式，客戶資源的流失帶來的損失對(duì)企業(yè)來說是無法估量的，但是隨著銷售人員的忠誠(chéng)度越來越低，客戶關(guān)系管理在企業(yè)中的地位也越來越重要。我國(guó)中小企業(yè)在客戶關(guān)系管理的應(yīng)用上存在很多問題，如國(guó)內(nèi)中小企業(yè)對(duì)CRM的認(rèn)識(shí)不足；我國(guó)中小企業(yè)資金的匱乏；企業(yè)人員的素質(zhì)相對(duì)較低；中小企業(yè)技術(shù)水平的制約等方面的原因，使我國(guó)中小企業(yè)的客戶關(guān)系管理系統(tǒng)體系的發(fā)展一直是踟躕不前。 客戶關(guān)系管理可以有效的實(shí)現(xiàn)企業(yè)內(nèi)外部信息的共享，協(xié)調(diào)企業(yè)內(nèi)部各部門的行為，消除信息屏障，統(tǒng)一企業(yè)各部門之間對(duì)客戶關(guān)系的認(rèn)識(shí)，同時(shí)，客戶關(guān)系管理中的客戶不僅僅是一個(gè)單個(gè)的個(gè)體，也可能是與企業(yè)有貿(mào)易關(guān)系的實(shí)體企業(yè)，因此實(shí)施客戶關(guān)系管理同樣有利于企業(yè)與合作伙伴之間的信息共享，通過實(shí)施客戶關(guān)系管理，有效管理客戶關(guān)系生命周期，使企業(yè)與客戶的合作關(guān)系不斷深入和發(fā)展，并且通過一些新的業(yè)務(wù)模式擴(kuò)大企業(yè)經(jīng)營(yíng)范圍，及時(shí)把握市場(chǎng)機(jī)會(huì)，占領(lǐng)更多市場(chǎng)份額。
[Abstract]:With the progress of the society and the development of the world economic integration, the competition among enterprises is becoming more and more fierce, and the traditional business model has undergone fundamental changes. The competition among our enterprises, especially small and medium-sized enterprises, has gradually developed from "product-centered" to "customer-centered". Traditional extensive management has been unable to adapt to today's enterprise development. The loss caused by the loss of customer resources is incalculable to the enterprise, but as the loyalty of the sales staff becomes lower and lower. Customer relationship management is becoming more and more important in enterprises. There are many problems in the application of customer relationship management, such as the lack of understanding of CRM in domestic SMEs; Lack of funds for small and medium-sized enterprises in China; The quality of enterprise personnel is relatively low; The development of customer relationship management system of small and medium-sized enterprises in our country has been hesitant because of the restriction of technical level of small and medium-sized enterprises. Customer relationship management can effectively realize the sharing of internal and external information, coordinate the behavior of internal and external departments, eliminate the information barrier, and unify the understanding of customer relationship among different departments of the enterprise. The customer in customer relationship management is not only a single individual, but also a entity enterprise with a trade relationship with the enterprise, so the implementation of customer relationship management is also conducive to the sharing of information between the enterprise and its partners. Through the implementation of customer relationship management, the effective management of customer relationship life cycle, the business relationship between enterprises and customers continue to deepen and develop, and through some new business models to expand the scope of business. Grasp market opportunity in time, occupy more market share.
【學(xué)位授予單位】：新疆大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F276.3

【參考文獻(xiàn)】

中國(guó)期刊全文數(shù)據(jù)庫 前10條

1 俞仁龍;顧客忠誠(chéng)戰(zhàn)略的意義及其實(shí)施[J];商業(yè)研究;2002年23期

2 王麗雯;理解客戶關(guān)系管理——談客戶關(guān)系管理的戰(zhàn)略意義[J];商業(yè)研究;2003年05期

3 徐彪,張s

本文編號(hào)：1450760