本文選題：客戶關(guān)系　切入點(diǎn)：顧客價(jià)值　出處：《蘭州大學(xué)》2006年碩士論文

【摘要】：客戶關(guān)系管理是指在企業(yè)的運(yùn)營(yíng)過程中不斷累積客戶信息,并使用獲得的客戶信息來制定市場(chǎng)戰(zhàn)略以滿足客戶個(gè)性化需求�？蛻絷P(guān)系管理意味著觀念的轉(zhuǎn)變,即以客戶為中心來展開企業(yè)的一切經(jīng)營(yíng)與管理活動(dòng)。 本文試圖通過對(duì)客戶關(guān)系管理的現(xiàn)狀和發(fā)展趨勢(shì)的深入探討,為北京城市人家裝飾有限公司提供一個(gè)與客戶打交道的統(tǒng)一高效的平臺(tái)。使其能對(duì)客戶資源信息實(shí)行快速處理和分析,為企業(yè)領(lǐng)導(dǎo)和主管部門動(dòng)態(tài)地分析市場(chǎng)、科學(xué)決策和完成日常管理工作提供大量的有效信息。從而使企業(yè)能提升客戶價(jià)值、提高客戶滿意度、吸引和保持更多的客戶、增加營(yíng)業(yè)額,并通過信息共享和優(yōu)化商業(yè)流程有效地減少銷售環(huán)節(jié)、降低企業(yè)經(jīng)營(yíng)成本,最終提升北京城市人家裝飾有限公司的核心競(jìng)爭(zhēng)力。 本文首先通過對(duì)北京城市人家裝飾有限公司的介紹和分析國(guó)內(nèi)建筑裝飾市場(chǎng)的發(fā)展趨勢(shì),提出了在北京城市人家裝飾有限公司實(shí)施客戶關(guān)系管理戰(zhàn)略的必要性。然后對(duì)客戶關(guān)系管理發(fā)展的現(xiàn)狀、客戶關(guān)系管理的戰(zhàn)略意義與基本內(nèi)容、客戶關(guān)系管理理論應(yīng)用實(shí)踐的關(guān)鍵要素、企業(yè)文化建設(shè)與客戶關(guān)系管理、企業(yè)高層面對(duì)客戶關(guān)系管理的選擇等方面的內(nèi)容進(jìn)行闡述。試圖從理論上解釋和建立科學(xué)和符合企業(yè)實(shí)際情況的客戶關(guān)系管理體系,使企業(yè)轉(zhuǎn)變觀念、提升服務(wù)水平、盡可能地提高客戶忠誠(chéng)度,最終增強(qiáng)企業(yè)的競(jìng)爭(zhēng)優(yōu)勢(shì)。
[Abstract]:Customer relationship management (CRM) refers to the continuous accumulation of customer information in the course of enterprise operation, and the use of the obtained customer information to formulate market strategies to meet the individual needs of customers. Customer relationship management (CRM) means a change of concept. Namely take the customer as the center to launch the enterprise all management and the management activity. This paper attempts to explore the current situation and development trend of customer relationship management (CRM). To provide a unified and efficient platform for Beijing City Family Decoration Co., Ltd. to deal with customers quickly and analyze customer resource information, and to analyze the market dynamically for enterprise leaders and departments in charge. Scientific decision-making and completion of day-to-day management provide a large amount of effective information. Thus, enterprises can enhance customer value, improve customer satisfaction, attract and maintain more customers, increase turnover, And through information sharing and optimization of business processes to effectively reduce sales links, reduce business costs, and ultimately enhance the core competitiveness of Beijing City Home Decoration Co., Ltd. First of all, this paper introduces and analyzes the development trend of the domestic architectural decoration market through the introduction of Beijing City Family Decoration Co., Ltd. The necessity of implementing customer relationship management strategy in Beijing City Family Decoration Co., Ltd is put forward. Then, the present situation of customer relationship management, the strategic significance and basic content of customer relationship management are discussed. The key elements of the application of customer relationship management theory, corporate culture construction and customer relationship management, Facing the choice of customer relationship management and other aspects, the senior level of the enterprise explains and sets up a scientific and practical customer relationship management system in theory, so that the enterprise can change its concept and improve its service level. As far as possible to improve customer loyalty, and ultimately enhance the competitive advantage of the enterprise.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2006
【分類號(hào)】：F426.92

【參考文獻(xiàn)】

相關(guān)期刊論文 前4條

1 樊治平,王建宇,陳媛;客戶關(guān)系管理(CRM)的評(píng)述與展望[J];系統(tǒng)工程;2002年06期

2 楊永恒,王永貴,鐘旭東;客戶關(guān)系管理的內(nèi)涵、驅(qū)動(dòng)因素及成長(zhǎng)維度[J];南開管理評(píng)論;2002年02期

3 齊佳音,韓新民,李懷祖;我國(guó)客戶關(guān)系管理研究的緊迫性和方向分析[J];管理科學(xué)學(xué)報(bào);2002年04期

4 王月興;馮紹津;;顧客忠誠(chéng)的驅(qū)動(dòng)因素及其作用[J];經(jīng)濟(jì)管理;2002年12期

，

本文編號(hào)：1692955