本文選題：客戶關系管理(CRM) + 商旅管理��； 參考：《西北大學》2013年碩士論文

【摘要】：在經(jīng)濟全球化的蓬勃發(fā)展、產(chǎn)品技術的交叉滲透和信息技術與電子商務的快速發(fā)展的綜合作用下,企業(yè)之間的競爭已經(jīng)從傳統(tǒng)的以產(chǎn)品和市場為心的競爭模式轉化為以客戶為中心的競爭模式�，F(xiàn)在,企業(yè)對客戶關系的研究最初是專門收集客戶與公司聯(lián)系資料的接觸管理和以電話服務中心支持資料分析的客戶關懷,從這些具體的業(yè)務問題發(fā)展到今天被大家日益廣泛承認的客戶關系管理理念。 隨著中國經(jīng)濟的高速發(fā)展,商務旅行市場急劇膨脹,商旅管理公司需如何引入先進行客戶關系管理,提供高品質(zhì)的服務體驗及專業(yè)的商旅管理,幫助企業(yè)商旅支出進行科學、有效地管理是迫不及待的�？蛻絷P系管理的策略主要在于維系現(xiàn)有客戶,為進一步抓住自己的客戶,實施關系營銷戰(zhàn)略,突出自身的競爭優(yōu)勢。本文通過分析MG公司商旅業(yè)務部在競爭中的優(yōu)勢和劣勢,對MG公司商旅業(yè)務客戶關系管理所存在問題的研究,結合當前的經(jīng)濟形勢和MG公司的現(xiàn)實經(jīng)營狀況,指出對此問題現(xiàn)狀產(chǎn)生的原因和關聯(lián)的影響,利用CRM理論,從技術、信息、人力資源等多方面探討了MG公司商旅業(yè)務部怎樣整合現(xiàn)有資源,加強與客戶的關系,并對此提出了策略建議,及對此策略的實施與效果評估方法,不斷提升公司競爭力。 本文深入地理解了客戶關系管理理論在商旅業(yè)務市場的重要作用,并且期望能夠為MG公司商旅業(yè)務發(fā)展提供可行性的參考經(jīng)驗,通過從分析市場機會能發(fā)現(xiàn)一些未被分割或可以進入的部分,為MG公司的商旅業(yè)務發(fā)展制定策略。
[Abstract]:With the vigorous development of economic globalization, the cross penetration of product technology and the rapid development of information technology and electronic commerce,The competition between enterprises has changed from the traditional product and market-centered competition mode to the customer-centered competition model.Now, corporate research on customer relations was originally focused on contact management of customer and company contact information and customer care supported by telephone service centers for data analysis.From these specific business issues to today's increasingly widely recognized concept of customer relationship management.With the rapid development of Chinese economy and the rapid expansion of the business travel market, business travel management companies need to introduce customer relationship management first to provide high-quality service experience and professional business travel management to help enterprises carry out scientific business travel expenditure.You can't wait to manage effectively.The strategy of CRM is to maintain the existing customers, to further grasp their own customers, to implement the relationship marketing strategy, and to highlight their competitive advantages.Based on the analysis of the advantages and disadvantages of the business travel department of MG Company in the competition, this paper studies the problems existing in the customer relationship management of the business travel business of MG Company, combined with the current economic situation and the actual operating situation of MG Company.This paper points out the causes of the present situation of this problem and the influence of its relevance. By using CRM theory, this paper discusses how to integrate the existing resources and strengthen the relationship with customers from the aspects of technology, information, human resources and so on.And put forward the strategy suggestion, and the implementation of this strategy and effect evaluation method, constantly improve the competitiveness of the company.This paper deeply understands the important role of customer relationship management theory in business travel market, and expects to provide a feasible reference experience for the development of business travel business of MG company.By analyzing the market opportunities, we can find some undivided or accessible parts, and make the strategy for the business travel business development of MG.
【學位授予單位】：西北大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F719

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