本文選題：高科技企業(yè) + 服務(wù)外包��； 參考：《大連理工大學(xué)》2012年碩士論文

【摘要】：北京華勝天成科技股份有限公司(以下簡稱華勝天成公司),屬于高新技術(shù)民營企業(yè),旗下?lián)碛袃杉疑鲜泄?主營業(yè)務(wù)涵蓋信息產(chǎn)品化服務(wù)、應(yīng)用軟件開發(fā)、系統(tǒng)集成及增值分銷。如何適應(yīng)日趨激烈的市場競爭；如何適應(yīng)服務(wù)外包需求的多樣化增長；如何開拓更廣闊的市場；使華勝天成迎來更多的忠誠客戶,提高企業(yè)的盈利能力和綜合競爭力；與發(fā)包方發(fā)展成戰(zhàn)略合作伙伴,實(shí)現(xiàn)共贏,是很多國內(nèi)信息技術(shù)外包服務(wù)提供商所面對的共性問題。 本文在系統(tǒng)研究服務(wù)外包理論以及我國服務(wù)外包業(yè)的市場結(jié)構(gòu)、行業(yè)特點(diǎn)、經(jīng)營模式的基礎(chǔ)上,運(yùn)用分析法對華勝天成的信息技術(shù)服務(wù)外包業(yè)務(wù)中客戶關(guān)系管理進(jìn)行了研究。首先,本文分析了我國信息技術(shù)服務(wù)外包業(yè)務(wù)的現(xiàn)狀,同時(shí)重點(diǎn)考察分析了華勝天成信息技術(shù)服務(wù)外包業(yè)務(wù)的現(xiàn)狀；隨后,本文深入研究了華勝天成在信息技術(shù)服務(wù)外包業(yè)務(wù)中存在的主要問題；進(jìn)而根據(jù)分析的結(jié)果,結(jié)合服務(wù)外包業(yè)務(wù)中客戶關(guān)系管理的理論,依據(jù)理論指導(dǎo)實(shí)踐的原則,指出華勝天成的信息技術(shù)服務(wù)外包業(yè)務(wù)應(yīng)該建立獨(dú)立的客戶關(guān)系管理部門,統(tǒng)一規(guī)劃各部門協(xié)調(diào)溝通策略,加強(qiáng)發(fā)包方對自身業(yè)務(wù)和產(chǎn)品的信任度和忠實(shí)度,運(yùn)用關(guān)系契約方法,提高企業(yè)盈利能力和核心競爭力,為企業(yè)贏得更多忠實(shí)用戶并與之建立合作伙伴關(guān)系,實(shí)現(xiàn)雙方利益最大化。 本文研究的內(nèi)容對國內(nèi)信息技術(shù)服務(wù)外包商在客戶關(guān)系管理方面有一定的參考價(jià)值和借鑒意義。
[Abstract]:Beijing Huasheng Tiancheng Science and Technology Co., Ltd. (hereinafter referred to as Huasheng Tiancheng Co., Ltd.) is a high-tech private enterprise with two listed companies. Its main business covers information production services, application software development,System integration and value-added distribution.How to adapt to the increasingly fierce market competition, how to adapt to the diversified growth of service outsourcing demand, how to open up a broader market, how to make Huasheng Tiancheng usher in more loyal customers, and how to improve the profitability and comprehensive competitiveness of the enterprises;It is a common problem for many domestic IT outsourcing service providers to develop into strategic partners and achieve win-win situation.On the basis of systematical research on the theory of service outsourcing and the market structure, industry characteristics and management model of service outsourcing industry in China, this paper studies the customer relationship management in information technology outsourcing business of Huasheng Tiancheng by using analysis method.First of all, this paper analyzes the current situation of IT service outsourcing in China, and focuses on the analysis of Huasheng Tiancheng IT outsourcing business.This paper deeply studies the main problems of Huasheng in IT service outsourcing business, and then according to the analysis results, combined with the theory of customer relationship management in the service outsourcing business, according to the theory of guiding the principle of practice,It is pointed out that Huasheng's IT service outsourcing business should establish an independent customer relationship management department, unify the coordination and communication strategies of various departments, and strengthen the trust and loyalty of the contracting parties to their own business and products.The method of relationship contract is used to improve the profitability and core competitiveness of the enterprise, to win more loyal users and establish a cooperative partnership with the enterprise, and to maximize the benefits of both sides.The content of this paper has certain reference value and significance for domestic IT service outsourcing in customer relationship management.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F274;F719

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