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(yùn)作和服務(wù)管理,與整個(gè)交通運(yùn)輸和倉(cāng)儲(chǔ)配送的大鏈條,正逐漸融合在一起,行業(yè)競(jìng)爭(zhēng)也日益市場(chǎng)化、白熱化。港口企業(yè)之間的競(jìng)爭(zhēng),是經(jīng)濟(jì)腹地的競(jìng)爭(zhēng),是供應(yīng)鏈的競(jìng)爭(zhēng),是客戶資源的競(jìng)爭(zhēng),說(shuō)到底,是客戶關(guān)系管理的競(jìng)爭(zhēng)。在服務(wù)、營(yíng)銷(xiāo)同質(zhì)化傾向越來(lái)越強(qiáng)的情況下,隨著港口企業(yè)競(jìng)爭(zhēng)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(shí)。 實(shí)施應(yīng)用CRM,對(duì)于港口企業(yè)切實(shí)轉(zhuǎn)換經(jīng)營(yíng)管理方式,盡快改進(jìn)客戶管理方面存在的問(wèn)題,強(qiáng)化“以客戶為中心”的服務(wù)意識(shí),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(lái)留住老客戶,拓展新客戶,提高客戶利潤(rùn)貢獻(xiàn)率,打通新渠道,開(kāi)發(fā)新市場(chǎng),進(jìn)一步擴(kuò)大經(jīng)營(yíng)規(guī)模,贏得客戶的“貨幣選票”,提高企業(yè)的經(jīng)濟(jì)效益,進(jìn)而優(yōu)化和增強(qiáng)企業(yè)的核心競(jìng)爭(zhēng)力,具有強(qiáng)勁的推動(dòng)作用和重要的現(xiàn)實(shí)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(guó)內(nèi)外研究、實(shí)施概況；針對(duì)港口企業(yè)在運(yùn)營(yíng)過(guò)程中的客戶特征,對(duì)客戶關(guān)系管理進(jìn)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(kāi)發(fā)、應(yīng)用實(shí)踐為例,詳細(xì)介紹了港口企業(yè)CRM系統(tǒng),并重點(diǎn)對(duì)其系統(tǒng)功能進(jìn)行了研究、分析,對(duì)運(yùn)行效果進(jìn)行了評(píng)價(jià),闡明了港口企業(yè)實(shí)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(shí)狀況出發(fā),將CRM理論實(shí)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(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：F270.7;F274;F552.6

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