本文選題：客戶關(guān)系管理 + 客戶滿意度��； 參考：《哈爾濱工業(yè)大學(xué)》2014年碩士論文

【摘要】：在經(jīng)濟(jì)全球化發(fā)展的今天，企業(yè)之間的競(jìng)爭(zhēng)也愈加激烈，客戶作為企業(yè)利潤(rùn)的來(lái)源，成為企業(yè)核心競(jìng)爭(zhēng)目標(biāo)。加強(qiáng)企業(yè)客戶關(guān)系管理方面的工作可以幫助企業(yè)贏得更多的客戶，同時(shí)還能幫助企業(yè)提高管理效率；降低成本增加利潤(rùn)；提高企業(yè)核心競(jìng)爭(zhēng)力。 哈爾濱重工設(shè)備制造有限公司是重工制造行業(yè)的典型企業(yè)，屬于客戶稀缺行業(yè)，自從中國(guó)加入WTO以來(lái)，國(guó)外的重工企業(yè)侵蝕著國(guó)內(nèi)原本有限的市場(chǎng)，哈重工唯有通過(guò)加強(qiáng)企業(yè)自身客戶關(guān)系管理的能力，才能在殘酷的市場(chǎng)中生存發(fā)展，然而，哈重工對(duì)客戶關(guān)系管理的認(rèn)知處于初級(jí)階段，導(dǎo)致相關(guān)工作還有很多不足之處。 文章通過(guò)對(duì)重工設(shè)備制造行業(yè)的競(jìng)爭(zhēng)對(duì)手分析，企業(yè)內(nèi)部分析，產(chǎn)品行業(yè)分析，結(jié)合對(duì)企業(yè)內(nèi)部人員訪談地綜合分析，從產(chǎn)品銷售前、銷售中、銷售后三個(gè)階段的角度，闡述哈重工在客戶關(guān)系管理方面的工作現(xiàn)狀，分析了相應(yīng)工作的問(wèn)題所在與產(chǎn)生的原因，，利用客戶關(guān)系管理的相關(guān)知識(shí)提出了改進(jìn)對(duì)策，包括經(jīng)營(yíng)理念的轉(zhuǎn)變、信息收集的統(tǒng)一、建立數(shù)據(jù)庫(kù)、細(xì)分客戶、提高服務(wù)質(zhì)量等方面的工作內(nèi)容。同時(shí)，文章對(duì)哈重工的客戶關(guān)系管理的實(shí)施步驟與保障措施進(jìn)行了相應(yīng)地探討。 這些改進(jìn)對(duì)策在實(shí)施步驟和保障措施的輔佐下，可以幫助哈重工奠定客戶關(guān)系管理基礎(chǔ)，還可以幫助哈重工提高客戶的滿意度和忠誠(chéng)度，進(jìn)而為哈重工創(chuàng)造更高利潤(rùn)。
[Abstract]:With the development of economic globalization, the competition among enterprises is becoming more and more fierce. As the source of enterprise profit, customers become the core competition target of enterprises.Strengthening the work of customer relationship management can help enterprises to win more customers, but also to help enterprises improve management efficiency; reduce costs and increase profits; improve the core competitiveness of enterprises.Harbin heavy Industry equipment Manufacturing Co., Ltd. is a typical enterprise of heavy industry manufacturing industry, which belongs to customer scarcity industry. Since China's entry into WTO, foreign heavy industry enterprises have eroded the previously limited domestic market.Only by strengthening the enterprise's ability of customer relationship management can Harbin heavy Industry survive and develop in the cruel market. However, its cognition of customer relationship management is in the initial stage, which leads to many deficiencies in related work.Through the analysis of competitors, internal analysis, product industry analysis of heavy industry equipment manufacturing industry, combined with the comprehensive analysis of the interview site of internal personnel of the enterprise, the article analyzes the three stages before, during and after the sale of the products.This paper expounds the present situation of Harbin heavy Industry's work in customer relationship management, analyzes the problems and causes of the corresponding work, and puts forward the improvement countermeasures, including the change of management idea, using the relevant knowledge of customer relationship management.Unified information collection, database, customer segmentation, improve service quality and other aspects of the work.At the same time, the paper discusses the implementation steps and safeguard measures of customer relationship management of Harbin heavy Industry.With the help of implementation steps and safeguard measures, these improvement countermeasures can help Harbin heavy Industry to lay the foundation of customer relationship management, and also to help Harbin heavy Industry to improve customer satisfaction and loyalty, thereby creating higher profits for Harbin heavy Industry.
【學(xué)位授予單位】：哈爾濱工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F274;F426.4

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