本文選題：國(guó)家檢測(cè)機(jī)構(gòu) + 客戶價(jià)值　； 參考：《中南大學(xué)》2013年碩士論文

【摘要】：摘要：我國(guó)的檢測(cè)機(jī)構(gòu)最初全部由國(guó)家統(tǒng)一設(shè)立和管理,所有檢測(cè)均由國(guó)家檢測(cè)機(jī)構(gòu)執(zhí)行。隨著市場(chǎng)經(jīng)濟(jì)的不斷深化,檢測(cè)市場(chǎng)逐漸向民間及國(guó)際資本開放,政府指令性檢測(cè)的范圍不斷縮小,我國(guó)國(guó)家檢測(cè)機(jī)構(gòu)發(fā)展環(huán)境面臨深刻變化。深圳電信研究院是工業(yè)和信息化部下屬的一個(gè)科研檢測(cè)機(jī)構(gòu),主要面向南方地區(qū)開展通信類產(chǎn)品檢測(cè)及通信儀表計(jì)量等服務(wù)。與其他國(guó)家檢測(cè)機(jī)構(gòu)一樣,政策性強(qiáng)制檢測(cè)業(yè)務(wù)在深圳電信研究院的所有業(yè)務(wù)中占有重要比重。近兩年來,業(yè)務(wù)量和收入的明顯下滑趨勢(shì),暴露出深圳電信研究院傳統(tǒng)的經(jīng)營(yíng)理念和管理模式存在的問題。 面對(duì)檢測(cè)行業(yè)日益激烈的競(jìng)爭(zhēng)環(huán)境,深圳電信研究院只有樹立以客戶為中心的經(jīng)營(yíng)管理理念,力爭(zhēng)為客戶提供更加優(yōu)質(zhì)的產(chǎn)品和服務(wù),才能提高客戶滿意度和忠誠(chéng)度,最終贏得市場(chǎng)。本文首先對(duì)深圳電信研究院的行業(yè)特點(diǎn)、政策環(huán)境及第三方檢測(cè)行業(yè)的發(fā)展趨勢(shì)進(jìn)行了研究,并對(duì)客戶關(guān)系管理相關(guān)理論及內(nèi)涵進(jìn)行了系統(tǒng)的回顧和總結(jié),分析了深圳電信研究院實(shí)施客戶關(guān)系管理的必要性和重要意義。然后,對(duì)其客戶關(guān)系管理現(xiàn)狀進(jìn)行梳理,分析了目前存在的問題及問題產(chǎn)生的原因。接著,提出應(yīng)用客戶關(guān)系管理解決深圳電信研究院發(fā)展問題的方案設(shè)計(jì),并對(duì)方案的有效實(shí)施所需要的保障措施進(jìn)行歸納總結(jié)。
[Abstract]:Absrtact: China's testing institutions were initially set up and managed by the state, and all tests were carried out by national testing agencies. With the deepening of the market economy and the opening of the inspection market to the private and international capital, the scope of the government's mandatory testing is shrinking, and the development environment of the national testing institutions in China is facing profound changes. Shenzhen Telecom Research Institute is a scientific research and testing institution under the Ministry of Industry and Information Technology. Like other testing institutions in other countries, policy-based compulsory testing accounts for an important proportion of all the operations of Shenzhen Telecom Research Institute. In the past two years, the business volume and income have declined obviously, which exposed the problems existing in the traditional management concept and management mode of Shenzhen Telecom Research Institute. In the face of the increasingly competitive environment in the testing industry, only by establishing a customer-centered management concept and striving to provide customers with more high-quality products and services can the Shenzhen Telecom Research Institute improve customer satisfaction and loyalty. Finally win the market. Firstly, this paper studies the industry characteristics, policy environment and the development trend of the third party testing industry of Shenzhen Telecom Research Institute, and systematically reviews and summarizes the relevant theories and connotations of customer relationship management. The necessity and significance of implementing customer relationship management in Shenzhen Telecom Research Institute are analyzed. Then, the current situation of customer relationship management is combed, and the existing problems and the causes of the problems are analyzed. Then, the paper puts forward the scheme design of applying CRM to solve the development problem of Shenzhen Telecom Research Institute, and summarizes the guarantee measures needed for the effective implementation of the scheme.
【學(xué)位授予單位】：中南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F626

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