郴州供电公司客户关系管理改进对策研究

发布时间：2018-02-04 22:31

本文关键词： 郴州供电公司客户关系管理客户忠诚客户满意　出处：《湖南大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着垄断格局被打破，供电行业竞争日益加剧，且竞争焦点已经转向客户服务和客户忠诚度的竞争，即客户关系管理的竞争。客户关系管理(CRM)是适应企业“以产品为中心”向“以客户为中心”的转变而迅猛发展起来的管理思想，它将人力资源、业务流程及信息技术有效整合，使企业可以更低成本、更高效率地满足客户需求，从入分析问题存在的原因，主要是员工市场经营理念落后，企业内部管理观念和模式落后，，绩效考核效果欠佳和业务流程不畅通四个方面；最后，我们从完善客户信息数据库，完善客户管理流程，优化客户关系管理系统，基于客户关系管理进行客户细分，健全客户满意和忠诚管理和建立防止客户流失机制六个角度来进行客户关系管理的改进，并对改进步骤和保障措施做了合理的论述，力求以客户为中心，提高客户满意度和忠诚度，从而全面提升郴州供电公司核心竞争优势。本论文在研究过程中运用了理论和实践相结合的研究方法，在对郴州供电公司客户关系管理现状深入分析研究后，提出了符合郴州供电公司实际情况的客户关系管理应用策略及实施，具有一定的理论深度和现实指导意义，为郴州供电公司客户关系管理应用提供了一些可行性建议。
[Abstract]:With the breaking of monopoly, the competition in power supply industry is becoming more and more serious, and the focus of competition has turned to the competition of customer service and customer loyalty. That is, the competition of customer relationship management. Customer relationship management (CRM) is to adapt to the enterprise "product-centered" to "customer-centric" and rapid development of management thinking, it will be human resources. Effective integration of business processes and information technology, so that enterprises can lower costs, more efficient to meet customer needs, from the analysis of the causes of problems, mainly the backward concept of employee market management. The concept and mode of internal management are backward, the performance appraisal effect is poor, and the business process is not smooth. Finally, we improve customer information database, improve customer management process, optimize customer relationship management system, based on customer relationship management for customer segmentation. Improve customer satisfaction and loyalty management and establish a mechanism to prevent customer churn to improve customer relationship management, and improve the steps and safeguards to do a reasonable discussion, and strive to focus on customers. Improve customer satisfaction and loyalty so as to enhance the core competitive advantage of Chenzhou Power supply Company. In the course of the research, this paper uses the research method of combining theory and practice, after deeply analyzing the current situation of customer relationship management of Chenzhou Power supply Company. Put forward the application strategy and implementation of customer relationship management in accordance with the actual situation of Chenzhou Power supply Company, which has a certain theoretical depth and practical significance. It provides some feasible suggestions for the application of customer relationship management in Chenzhou Power supply Company.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61;F274

【参考文献】