本文選題：國家檢測機構 + 客戶價值　； 參考：《中南大學》2013年碩士論文

【摘要】：摘要：我國的檢測機構最初全部由國家統(tǒng)一設立和管理,所有檢測均由國家檢測機構執(zhí)行。隨著市場經濟的不斷深化,檢測市場逐漸向民間及國際資本開放,政府指令性檢測的范圍不斷縮小,我國國家檢測機構發(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科研檢測機構,主要面向南方地區(qū)開展通信類產品檢測及通信儀表計量等服務。與其他國家檢測機構一樣,政策性強制檢測業(yè)務在深圳電信研究院的所有業(yè)務中占有重要比重。近兩年來,業(yè)務量和收入的明顯下滑趨勢,暴露出深圳電信研究院傳統(tǒng)的經營理念和管理模式存在的問題。 面對檢測行業(yè)日益激烈的競爭環(huán)境,深圳電信研究院只有樹立以客戶為中心的經營管理理念,力爭為客戶提供更加優(yōu)質的產品和服務,才能提高客戶滿意度和忠誠度,最終贏得市場。本文首先對深圳電信研究院的行業(yè)特點、政策環(huán)境及第三方檢測行業(yè)的發(fā)展趨勢進行了研究,并對客戶關系管理相關理論及內涵進行了系統(tǒng)的回顧和總結,分析了深圳電信研究院實施客戶關系管理的必要性和重要意義。然后,對其客戶關系管理現(xiàn)狀進行梳理,分析了目前存在的問題及問題產生的原因。接著,提出應用客戶關系管理解決深圳電信研究院發(fā)展問題的方案設計,并對方案的有效實施所需要的保障措施進行歸納總結。
[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.
【學位授予單位】：中南大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F626

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本文編號：1989802