ZZIKEA公司客戶關(guān)系管理研究
發(fā)布時間：2018-08-22 21:31
【摘要】：目前客戶資源成為了ZZIKEA公司最重要的資源，而客戶資源的流失則意味著公司利潤的損失和生存和發(fā)展的障礙，減少客戶流失成為ZZIKEA公司必須考慮的重大問題。我們要從公司經(jīng)營的角度進行分析考慮，并且經(jīng)過對比潛在競爭對手的市場份額和市場比例進行研究，從公司的自身找原因，并且深入調(diào)查和對比其他宜家代購公司的經(jīng)營狀況，找出能夠威脅我們產(chǎn)生客戶流失的根本原因，在客戶關(guān)系管理中對客戶流失有預(yù)防性措施就是保持住我們的客戶的基本前提。我們公司通過對客戶關(guān)系的管理，使我們的客戶達到長期滿意，從而避免新老客戶的流失。 公司管理最重要的指標(biāo)也從“控制成本”和“合理利潤”轉(zhuǎn)變?yōu)椤翱梢孕湃蔚某掷m(xù)的合作伙伴”。作為ZZIKEA要充分了解客戶的需求并精準(zhǔn)匹配客戶的需求，建立一對一的針對性的響應(yīng)客戶的需求，，同時提供良好的家具家居設(shè)計咨詢等服務(wù)，并確保優(yōu)質(zhì)和及時的高效服務(wù)。隨著需求的拉動和客戶審美的發(fā)展,企業(yè)更難以獲得獨特的競爭優(yōu)勢，需要爭取新顧客，保留老顧客,降低服務(wù)成本,最佳的解決方法就是建立完善的客戶關(guān)系管理系統(tǒng)。 本文通過對客戶進行分類，發(fā)現(xiàn)不同的客戶有不同的需求，通過滿足客戶不同的需求，提高客戶的滿意度，從而達成長期合作的基礎(chǔ)，并通過對客戶要求等了解，減少和避免客戶的流失，還可以形成口碑銷售，提高宣傳效果。評價ZZIKEA公司在一個具體家居項目為大宗服務(wù)時，客戶關(guān)系與競爭對手逐一進行比較，在成功在總結(jié)經(jīng)驗，在失敗中吸取教訓(xùn)，使得ZZIKEA對決策分析，從而增加簽單幾率，為公司創(chuàng)造更多客戶。希望通過這次探討改善ZZIKEA公司客戶關(guān)系管理存在的問題得以改善和提高。
[Abstract]:At present, customer resource has become the most important resource of ZZIKEA company, and the loss of customer resource means the loss of profit and the obstacle of survival and development. Therefore, reducing customer loss has become an important problem that must be considered by ZZIKEA Company. We have to analyze and consider from the perspective of the company's operation, and by comparing the market share and market proportion of potential competitors, we can find out the reasons from the company itself. And by deeply investigating and comparing the operating conditions of other IKEA daigou companies, we can find out the root causes that threaten our customer turnover. Preventive measures against customer turnover in customer relationship management are the basic prerequisite for maintaining our customers. Our company through the management of customer relations, so that our customers to achieve long-term satisfaction, so as to avoid the loss of new and old customers. The most important indicators of corporate management have also shifted from "cost control" and "reasonable profit" to "trustworthy and continuous partners." As a ZZIKEA, we should fully understand customer needs and accurately match customer needs, establish one-to-one targeted response to customer needs, provide good furniture home design consulting and other services, and ensure high quality and timely and efficient services. With the development of demand and customer aesthetics, it is more difficult for enterprises to obtain unique competitive advantage. It is necessary to win over new customers, retain old customers and reduce service costs. The best solution is to establish a perfect customer relationship management system. Through the classification of customers, we find that different customers have different needs, by meeting the different needs of customers, improve customer satisfaction, so as to reach the foundation of long-term cooperation, and through the understanding of customer requirements, Reduce and avoid the loss of customers, but also to form word of mouth sales, improve the effectiveness of publicity. When evaluating ZZIKEA company in a specific household project as the bulk service, the customer relationship is compared with the competitors one by one, in the successful summing up experience, in the failure draw the lesson, causes the ZZIKEA to the decision analysis, thus increases the signing order probability, Create more customers for the company. We hope to improve the existing problems of customer relationship management in ZZIKEA through this discussion.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274
本文編號：2198353
[Abstract]:At present, customer resource has become the most important resource of ZZIKEA company, and the loss of customer resource means the loss of profit and the obstacle of survival and development. Therefore, reducing customer loss has become an important problem that must be considered by ZZIKEA Company. We have to analyze and consider from the perspective of the company's operation, and by comparing the market share and market proportion of potential competitors, we can find out the reasons from the company itself. And by deeply investigating and comparing the operating conditions of other IKEA daigou companies, we can find out the root causes that threaten our customer turnover. Preventive measures against customer turnover in customer relationship management are the basic prerequisite for maintaining our customers. Our company through the management of customer relations, so that our customers to achieve long-term satisfaction, so as to avoid the loss of new and old customers. The most important indicators of corporate management have also shifted from "cost control" and "reasonable profit" to "trustworthy and continuous partners." As a ZZIKEA, we should fully understand customer needs and accurately match customer needs, establish one-to-one targeted response to customer needs, provide good furniture home design consulting and other services, and ensure high quality and timely and efficient services. With the development of demand and customer aesthetics, it is more difficult for enterprises to obtain unique competitive advantage. It is necessary to win over new customers, retain old customers and reduce service costs. The best solution is to establish a perfect customer relationship management system. Through the classification of customers, we find that different customers have different needs, by meeting the different needs of customers, improve customer satisfaction, so as to reach the foundation of long-term cooperation, and through the understanding of customer requirements, Reduce and avoid the loss of customers, but also to form word of mouth sales, improve the effectiveness of publicity. When evaluating ZZIKEA company in a specific household project as the bulk service, the customer relationship is compared with the competitors one by one, in the successful summing up experience, in the failure draw the lesson, causes the ZZIKEA to the decision analysis, thus increases the signing order probability, Create more customers for the company. We hope to improve the existing problems of customer relationship management in ZZIKEA through this discussion.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274
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