本文選題：客戶關(guān)系 + 管理　； 參考：《電子科技大學(xué)》2015年碩士論文

【摘要】：銷(xiāo)售,是企業(yè)生存的命脈;客戶,是企業(yè)利潤(rùn)的源泉。企業(yè)要想取得不斷的發(fā)展和進(jìn)步,要保持長(zhǎng)久的市場(chǎng)競(jìng)爭(zhēng)力,必須要建立一套科學(xué)和規(guī)范化的客戶管理體系,這不僅是現(xiàn)代企業(yè)的戰(zhàn)略性任務(wù),也是企業(yè)發(fā)展的重要因素。本文依據(jù)青海銷(xiāo)售公司發(fā)展和客戶管理需求,通過(guò)細(xì)致的市場(chǎng)調(diào)研,加強(qiáng)和規(guī)范客戶開(kāi)發(fā)、拜訪和維護(hù),建立一套適合企業(yè)自身業(yè)務(wù)管理的客戶服務(wù)體系,針對(duì)性的設(shè)計(jì)本企業(yè)CRM系統(tǒng)(Customer Relationship Management),即客戶關(guān)系管理,在客戶詳細(xì)資料的收集的基礎(chǔ)上,建立客戶信息管理數(shù)據(jù)庫(kù),實(shí)現(xiàn)客戶的建檔、追蹤、分析、營(yíng)銷(xiāo)和內(nèi)容推送等方面的系統(tǒng)建設(shè)目標(biāo)。系統(tǒng)基于微軟CRM 4.0的基礎(chǔ),通過(guò)SQLSERVER數(shù)據(jù)庫(kù)實(shí)現(xiàn)建立統(tǒng)一的客戶資料管理系統(tǒng),分析客戶管理系統(tǒng)間的關(guān)系、系統(tǒng)接口設(shè)計(jì)、系統(tǒng)角色與現(xiàn)實(shí)的組織對(duì)應(yīng)關(guān)系,對(duì)客戶的產(chǎn)品需求深入分析,為全力細(xì)化客戶服務(wù)管理,做到維系已有客戶,發(fā)現(xiàn)新增客戶,挖掘潛在優(yōu)質(zhì)客戶,建立系統(tǒng)管理、信息管理、信息服務(wù)、信息查詢等模塊設(shè)計(jì),達(dá)到對(duì)客戶精細(xì)化管理。圍繞客戶開(kāi)發(fā)、客戶服務(wù)、客戶流失預(yù)警等功能設(shè)置,進(jìn)行線條化分析,借助電子信息的有效交流溝通,理解并影響客戶行為,提高客戶滿意程度,最終實(shí)現(xiàn)提高客戶獲得、客戶保留、客戶忠誠(chéng)和客戶創(chuàng)利的目的。通過(guò)設(shè)計(jì)和應(yīng)用CRM(客戶關(guān)系管理)系統(tǒng),實(shí)現(xiàn)標(biāo)準(zhǔn)化、多渠道的客戶管理流程,保證客戶資料的完整性與唯一性,確�？蛻魯�(shù)據(jù)集成性、一致性、有效性,實(shí)現(xiàn)對(duì)客戶的信息進(jìn)行查詢、錄入、應(yīng)用和管理,按照青海銷(xiāo)售公司現(xiàn)行的管理層次,滿足省公司、分公司、經(jīng)營(yíng)部、加油站四個(gè)層面的客戶管理應(yīng)用需求,完成多用戶不同區(qū)域的客戶管理操作設(shè)計(jì),對(duì)青海公司所有客戶進(jìn)行統(tǒng)一管理,全面有效地提升客戶服務(wù)和營(yíng)銷(xiāo)水平,增強(qiáng)和提高青海銷(xiāo)售公司市場(chǎng)競(jìng)爭(zhēng)力。
[Abstract]:Sales, is the lifeblood of the survival of enterprises; customers, is the source of corporate profits. If enterprises want to make continuous development and progress, and to maintain long-term market competitiveness, they must establish a set of scientific and standardized customer management system, which is not only the strategic task of modern enterprises, but also an important factor for the development of enterprises. According to the development of Qinghai sales Company and the requirement of customer management, this paper, through careful market research, strengthens and standardizes customer development, visits and maintenance, and establishes a set of customer service system suitable for enterprise's own business management. The aim of this enterprise CRM system is customer Relationship management, that is, customer relationship management. On the basis of the collection of customer detailed information, the customer information management database is established to realize the establishment, tracing and analysis of customers. Marketing and content push and other aspects of the system construction objectives. The system is based on Microsoft CRM 4.0, and realizes the establishment of unified customer data management system through SQLSERVER database, analyzes the relationship between customer management system, the design of system interface, the corresponding relationship between system role and reality organization. Deeply analyze customer's product demand, in order to refine customer service management, maintain existing customer, find new customer, excavate potential high quality customer, establish system management, information management, information service, information query module design, etc. To achieve customer refinement management. Focusing on customer development, customer service, customer churn warning and other functional settings, line analysis, with the help of effective communication of electronic information, understanding and influencing customer behavior, improving customer satisfaction, and ultimately improving customer access, Customer retention, customer loyalty and customer profit creation purposes. Through the design and application of CRM (customer relationship Management) system, we can realize the standardized and multi-channel customer management process, ensure the integrity and uniqueness of customer data, ensure the integration, consistency and validity of customer data. To realize the inquiry, input, application and management of customer information, according to the current management level of Qinghai sales Company, to meet the application requirements of customer management at the four levels of provincial company, branch company, management department and gas station. Complete multi-user and different area customer management operation design, all customers of Qinghai Company unified management, comprehensively and effectively improve customer service and marketing level, enhance and improve the market competitiveness of Qinghai sales Company.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類(lèi)號(hào)】：TP311.52

【參考文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

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本文編號(hào)：1783768