本文關(guān)鍵詞： 第三方檢測機構(gòu) 客戶關(guān)系管理 TAM模型　出處：《深圳大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：中國檢測行業(yè)已進入以供大于求為主的客戶主導(dǎo)時期,客戶可以很方便地更換不同的供應(yīng)商,單純滿足客戶的需求已經(jīng)不足以留住顧客,只有不停給客戶以驚喜的企業(yè)才會贏得客戶長期的青睞和惠顧。面對復(fù)雜多變的市場競爭,國有檢測機構(gòu)、外資檢測機構(gòu)、民營第三方檢測機構(gòu),各自發(fā)揮不同手段,最大限度奪取市場份額。檢測公司除了增強公司硬件實力和提高實驗室資質(zhì),還必須同客戶建立良好的客戶關(guān)系,促進雙方及時、有效溝通。因此,如何完善企業(yè)客戶關(guān)系管理系統(tǒng)CRM也被提上國內(nèi)企業(yè)的重要日程。本文以民營第三方檢測公司——A公司為研究對象,深入探討A公司客戶關(guān)系管理系統(tǒng)的問題及改進策略。研究回顧了CRM系統(tǒng)、科技采納模型(TAM)及管理信息系統(tǒng)應(yīng)用成功的關(guān)鍵因素等方面的文獻,建立一個分析CRM系統(tǒng)成功應(yīng)用關(guān)鍵因素的分析框架。進一步,對國內(nèi)第三方檢測行業(yè)CRM系統(tǒng)實施現(xiàn)狀進行概述的基礎(chǔ)上,研究對A公司客戶關(guān)系管理系統(tǒng)的應(yīng)用過程進行了分析,探討了A公司CRM系統(tǒng)實施的現(xiàn)狀和存在的主要問題。利用理論框架,論文提出了改進A公司CRM系統(tǒng)的具體措施,分別從系統(tǒng)供應(yīng)商和系統(tǒng)環(huán)境改進,系統(tǒng)環(huán)境改進分別從客戶管理、業(yè)務(wù)審批、績效管理、任務(wù)管理、數(shù)據(jù)統(tǒng)計等五大模塊來分析,以及CRM系統(tǒng)成功實施的保障措施。結(jié)果A公司CRM系統(tǒng)改進成功,證明了前人所提出的ERP成功實施關(guān)鍵模型也同樣適應(yīng)于CRM系統(tǒng)。研究結(jié)論對檢測行業(yè)的其它公司推行CRM系統(tǒng)有著重要的借鑒意義,并對其它行業(yè)推進CRM系統(tǒng)的建設(shè)也有一定的啟發(fā)作用。
[Abstract]:China's testing industry has entered a customer-led period dominated by supply exceeding demand. Customers can easily change different suppliers, and simply meeting customer needs is no longer enough to retain customers. Only enterprises that constantly surprise their customers will win their long-term favor and patronage. In the face of complex and changeable market competition, state-owned inspection institutions, foreign capital inspection institutions, and private third party inspection institutions each play different means. In addition to enhancing the hardware strength and laboratory qualification of the company, the testing company must establish good customer relations with customers and promote timely and effective communication between the two sides. How to improve the enterprise customer relationship management system (CRM) is also put on the important agenda of domestic enterprises. The problems and improvement strategies of customer relationship management system in company A are discussed in depth. The literature on CRM system, science and technology adoption model, and the key factors of successful application of management information system are reviewed. An analysis framework is established to analyze the key factors in the successful application of CRM system. Furthermore, on the basis of summarizing the implementation status of CRM system in the third party testing industry in China, This paper analyzes the application process of the customer relationship management system in company A, discusses the present situation and main problems of the implementation of the CRM system in company A. using the theoretical framework, the paper puts forward the concrete measures to improve the CRM system of company A. From the system supplier and system environment improvement, system environment improvement from customer management, business approval, performance management, task management, data statistics and other five modules to analyze, As well as the guarantee measures for the successful implementation of the CRM system. Results the CRM system of Company A was improved successfully. It is proved that the key model of successful implementation of ERP proposed by predecessors is also suitable for CRM system. The conclusion of the study has important reference significance for other companies in testing industry to carry out CRM system. And to other industries to promote the construction of CRM system also has a certain enlightening role.
【學(xué)位授予單位】：深圳大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F274;F279.26

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