本文選題：港口企業(yè) + 客戶特征��； 參考：《大連海事大學(xué)》2013年碩士論文

【摘要】：港口企業(yè)的生產(chǎn)運作和服務(wù)管理,與整個交通運輸和倉儲配送的大鏈條,正逐漸融合在一起,行業(yè)競爭也日益市場化、白熱化。港口企業(yè)之間的競爭,是經(jīng)濟腹地的競爭,是供應(yīng)鏈的競爭,是客戶資源的競爭,說到底,是客戶關(guān)系管理的競爭。在服務(wù)、營銷同質(zhì)化傾向越來越強的情況下,隨著港口企業(yè)競爭的日趨激烈,引入和施行客戶關(guān)系管理系統(tǒng)(CRM),已經(jīng)成為大多數(shù)港口企業(yè)的共識。 實施應(yīng)用CRM,對于港口企業(yè)切實轉(zhuǎn)換經(jīng)營管理方式,盡快改進客戶管理方面存在的問題,強化“以客戶為中心”的服務(wù)意識,迅速提升服務(wù)質(zhì)量和水平,用更加快捷和周到的優(yōu)質(zhì)服務(wù),來留住老客戶,拓展新客戶,提高客戶利潤貢獻率,打通新渠道,開發(fā)新市場,進一步擴大經(jīng)營規(guī)模,贏得客戶的“貨幣選票”,提高企業(yè)的經(jīng)濟效益,進而優(yōu)化和增強企業(yè)的核心競爭力,具有強勁的推動作用和重要的現(xiàn)實意義。 本文首先分析了該課題研究的背景,介紹了客戶關(guān)系管理(CRM)的內(nèi)涵、國內(nèi)外研究、實施概況；針對港口企業(yè)在運營過程中的客戶特征,對客戶關(guān)系管理進行了深入研究,探索與之相適合的系統(tǒng)管理模式,力圖豐富CRM在港口企業(yè)應(yīng)用的理論；以港口企業(yè)DPCM公司CRM系統(tǒng)的開發(fā)、應(yīng)用實踐為例,詳細介紹了港口企業(yè)CRM系統(tǒng),并重點對其系統(tǒng)功能進行了研究、分析,對運行效果進行了評價,闡明了港口企業(yè)實施CRM的必要性和重要性。 本課題的研究目的,就在于從港口企業(yè)現(xiàn)實狀況出發(fā),將CRM理論實際應(yīng)用于港口企業(yè),以求為其提供具體的指導(dǎo)和幫助,期盼能夠起到些許的推波助瀾作用。
[Abstract]:The production operation and service management of port enterprises, with the whole transportation and warehousing and distribution of the large chain, is gradually merging together, industry competition is also increasingly market-oriented, white-hot. The competition among port enterprises is the competition of the economic hinterland, the competition of supply chain, the competition of customer resources, and, in the final analysis, the competition of customer relationship management. In the case of service and marketing homogeneity, with the increasingly fierce competition of port enterprises, the introduction and implementation of customer relationship management system (CRM) has become the consensus of most port enterprises. The application of CRM can effectively change the management mode of port enterprises, improve the problems existing in customer management as soon as possible, strengthen the service consciousness of "customer-centered", and rapidly improve the quality and level of service. To retain old customers, expand new customers, increase their profit contribution rate, open up new channels, develop new markets, further expand their business scale, and win customers'"currency votes" with faster and more considerate quality services, It is of great significance to improve the economic benefits of enterprises and to optimize and strengthen the core competitiveness of enterprises. This paper first analyzes the background of the research, introduces the connotation of customer relationship management (CRM), domestic and foreign research, implementation of the general situation, in view of the port enterprises in the operation process of customer characteristics, the in-depth study of customer relationship management, In order to enrich the theory of CRM application in port enterprise, this paper introduces the CRM system of port enterprise in detail, taking the development and application practice of CRM system of port enterprise DPCM company as an example. The system function is studied, analyzed, the operation effect is evaluated, and the necessity and importance of implementing CRM in port enterprises are expounded. The purpose of this research is to apply CRM theory to port enterprises from the point of view of the actual situation of port enterprises in order to provide them with concrete guidance and help and hope to play a little role in promoting the development of port enterprises.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F270.7;F274;F552.6

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本文編號：2079776