H公司化工容器业务客户关系管理研究

发布时间：2018-01-06 13:02

本文关键词：H公司化工容器业务客户关系管理研究　出处：《哈尔滨工业大学》2015年硕士论文　论文类型：学位论文

【摘要】：H公司作为国内最早涉足煤化工行业的压力容器制造厂商之一,公司化工容器产品的销售远没有达到公司的预期,并且市场占有率和客户的忠诚度和同行业相比非常低。在现代市场环境中企业都是以客户为中心的,企业价值的来源是客户。在市场竞争激烈的环境中,H公司面临着如下问题需要解决:如何保留老客户、获取新客户、提升客户价值和企业价值。因此,本文旨在科学理论的指导下,H的客户关系管理实施策略为主题,分析了H公司化工容器业务及客户关系管理的现状,找出公司客户关系管理实践中存在的问题及原因,进而提出了客户关系管理系统的设计和实施方案其中包括了组织和业务流程的变革,最后提出了客户关系管理体系实施的保障措施,对公司该板块业务未来的发展具有重要的作用。目前国内的大型压力容器制造业中实施CRM的企业几乎为零,所以本文的应用前景比较广阔,将来可以为计划采用CRM的制造企业提供了非常有价值的指导意见。
[Abstract]:H company is one of the earliest domestic pressure vessel manufacturers involved in coal chemical industry, chemical container products sales did not meet the company's expectations, and the market share and customer loyalty compared with the same industry is very low. In modern market environment enterprises are to the customer as the center, the source of enterprise value is the customer in the fierce market competition environment, H company faces the following problems: how to retain old customers, acquire new customers, improve customer value and enterprise value. Therefore, this paper aims to science under the guidance of the theory of customer relationship management, the implementation of H strategy as the theme, analyzes the present situation of H Company chemical container business and customer the relationship between management, find out the problems and reasons of customer relationship management in practice, and then puts forward the design and implementation of customer relationship management system including the group Organization and business process changes, and finally put forward the security measures for the implementation of customer relationship management system, has an important role in the development of the company in the sector business in the future. At present the implementation of CRM large pressure vessel manufacturing industry in domestic enterprises is almost zero, so the application prospect is quite broad, the future can provide guidance very there are plans to use value for CRM in manufacturing enterprises.

【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274

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