本文關鍵詞： 郴州供電公司 客戶關系管理 客戶忠誠 客戶滿意　出處：《湖南大學》2013年碩士論文　論文類型：學位論文

【摘要】：隨著壟斷格局被打破，供電行業(yè)競爭日益加劇，且競爭焦點已經(jīng)轉向客戶服務和客戶忠誠度的競爭，即客戶關系管理的競爭�？蛻絷P系管理(CRM)是適應企業(yè)“以產(chǎn)品為中心”向“以客戶為中心”的轉變而迅猛發(fā)展起來的管理思想，它將人力資源、業(yè)務流程及信息技術有效整合，使企業(yè)可以更低成本、更高效率地滿足客戶需求，從入分析問題存在的原因，主要是員工市場經(jīng)營理念落后，企業(yè)內部管理觀念和模式落后，，績效考核效果欠佳和業(yè)務流程不暢通四個方面；最后，我們從完善客戶信息數(shù)據(jù)庫，完善客戶管理流程，優(yōu)化客戶關系管理系統(tǒng)，基于客戶關系管理進行客戶細分，健全客戶滿意和忠誠管理和建立防止客戶流失機制六個角度來進行客戶關系管理的改進，并對改進步驟和保障措施做了合理的論述，力求以客戶為中心，提高客戶滿意度和忠誠度，從而全面提升郴州供電公司核心競爭優(yōu)勢。 本論文在研究過程中運用了理論和實踐相結合的研究方法，在對郴州供電公司客戶關系管理現(xiàn)狀深入分析研究后，提出了符合郴州供電公司實際情況的客戶關系管理應用策略及實施，具有一定的理論深度和現(xiàn)實指導意義，為郴州供電公司客戶關系管理應用提供了一些可行性建議。
[Abstract]:With the breaking of monopoly, the competition in power supply industry is becoming more and more serious, and the focus of competition has turned to the competition of customer service and customer loyalty. That is, the competition of customer relationship management. Customer relationship management (CRM) is to adapt to the enterprise "product-centered" to "customer-centric" and rapid development of management thinking, it will be human resources. Effective integration of business processes and information technology, so that enterprises can lower costs, more efficient to meet customer needs, from the analysis of the causes of problems, mainly the backward concept of employee market management. The concept and mode of internal management are backward, the performance appraisal effect is poor, and the business process is not smooth. Finally, we improve customer information database, improve customer management process, optimize customer relationship management system, based on customer relationship management for customer segmentation. Improve customer satisfaction and loyalty management and establish a mechanism to prevent customer churn to improve customer relationship management, and improve the steps and safeguards to do a reasonable discussion, and strive to focus on customers. Improve customer satisfaction and loyalty so as to enhance the core competitive advantage of Chenzhou Power supply Company. In the course of the research, this paper uses the research method of combining theory and practice, after deeply analyzing the current situation of customer relationship management of Chenzhou Power supply Company. Put forward the application strategy and implementation of customer relationship management in accordance with the actual situation of Chenzhou Power supply Company, which has a certain theoretical depth and practical significance. It provides some feasible suggestions for the application of customer relationship management in Chenzhou Power supply Company.
【學位授予單位】：湖南大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F426.61;F274

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