本文選題：高飛公司 + 客戶關(guān)系��； 參考：《電子科技大學(xué)》2013年碩士論文

【摘要】：在目前市場經(jīng)濟(jì)極度發(fā)達(dá)，極度國際化，各行各業(yè)市場競爭日益激烈，特別是相對特殊的中國煤炭市場，如何展開競爭，如何在競爭站穩(wěn)腳，對年輕的高飛公司來說，這是一個非常值得考慮的問題。面對眾多大型國有煤炭企業(yè)銷售公司，以及眾多具有國有煤炭企業(yè)背景的銷售公司，在中國這片有特色的市場經(jīng)濟(jì)沃土上，對于根基淺的民營高飛公司來說，成功的實(shí)施客戶關(guān)系管理，以優(yōu)質(zhì)精細(xì)的客戶服務(wù)來爭取市場，爭取生存空間，從而踏上國企的肩頭奮起高飛顯得尤為重要。 本文正是針對上述問題，結(jié)合當(dāng)前煤炭市場動蕩不穩(wěn)的環(huán)境，對高飛公司的生產(chǎn)、經(jīng)營、營銷做了細(xì)致的分析和研究。通過調(diào)查和研究高飛公司所處的生存環(huán)境，高飛公司的產(chǎn)業(yè)鏈上下游、供應(yīng)商及客戶的生存環(huán)境，供應(yīng)商與客戶的忠誠度、滿意度的情況，歸納出高飛公司在維持客戶關(guān)系的上存在的不足。通過對公司現(xiàn)狀和銷售問題的分析，本文對供應(yīng)商，客戶的忠誠度、滿意度的打造提出了具體的建議和辦法，對客戶關(guān)系管理實(shí)施保障提出了具體措施。在分析高飛公司以及相關(guān)利益方背景的基礎(chǔ)上，找出高飛公司與相關(guān)方展開業(yè)務(wù)的切入點(diǎn)，從而再將這種關(guān)系發(fā)揮到極至。 目前客戶關(guān)系管理多用于零售業(yè)、服務(wù)業(yè)、制造業(yè)，對于能源行業(yè)，特別是煤炭貿(mào)易行業(yè)，，應(yīng)用的不多。如果將這一關(guān)系成功地植入到煤炭營銷中，猶如給小米加步槍中添上夜視儀，這會使高飛公司能夠發(fā)現(xiàn)盲點(diǎn)，做到精確打擊、出奇制勝。 論文從高飛公司當(dāng)前所處環(huán)境入手，對高飛公司以及同高飛公司相關(guān)方的情況進(jìn)行調(diào)查，將調(diào)查資料鋪陳，從鋪陳中發(fā)現(xiàn)結(jié)合點(diǎn)，從而使高飛公司能看到潛在的客戶關(guān)系，繼而促進(jìn)公司的進(jìn)一步發(fā)展。
[Abstract]:At present, the market economy is extremely developed and extremely international, and the competition in various industries is becoming increasingly fierce. Especially in the relatively special Chinese coal market, how to compete and how to stand firm in the competition, for the young high flying company, This is a matter of great consideration. In the face of many large state-owned coal enterprise sales companies, as well as many sales companies with a state-owned coal enterprise background, on the fertile soil of China's characteristic market economy, for the private high flying company with a shallow foundation, Successful implementation of customer relationship management, high-quality and sophisticated customer service to strive for the market, strive for survival space, so as to step on the shoulders of state-owned enterprises to rise to the high flying is particularly important. In view of the above problems, this paper makes a detailed analysis and research on the production, management and marketing of Gaofei Company in the light of the volatile and unstable environment of the current coal market. Through the investigation and study of the survival environment of Gaofei, the upstream and downstream of the industrial chain, the survival environment of suppliers and customers, the loyalty and satisfaction of suppliers and customers, Concluded that the company in the maintenance of customer relations on the shortcomings. Based on the analysis of the current situation of the company and the sales problems, this paper puts forward specific suggestions and methods for the establishment of supplier, customer loyalty and satisfaction, and puts forward concrete measures to guarantee the implementation of customer relationship management. On the basis of analyzing the background of the company and its stakeholders, the paper finds out the starting point of the business between the company and the relevant parties, and then exerts this relationship to the extreme. At present, CRM is mostly used in retailing, service, manufacturing, and not much for energy industry, especially for coal trade. If successfully implanted in coal marketing, it would be like adding a night-vision to Xiaomi's rifle, which would enable Goofy to spot blind spots, strike accurately and surprise. Starting with the current environment of the company, the paper investigates the situation of the company and the parties concerned with the company. The investigation materials are laid out and the joint points are found from the paving process, so that the company can see the potential customer relationship. Then promote the further development of the company.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274

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