Z公司大客户关系管理研究

发布时间：2018-03-26 02:44

本文选题：第三方物流企业　切入点：客户关系管理　出处：《南京师范大学》2017年硕士论文

【摘要】：随着我国社会经济的快速发展,第三方物流市场需求急骤增加。在市场需求的刺激下,国内物流企业迅猛发展,行业规模不断扩大,加之越来越多国外物流企业涌入国内市场,对加剧国内物流企业市场竞争力带来了巨大威胁和挑战。必须以企业发展为主题,以市场需求为主导,大力发展具有驾驭国内外市场竞争能力的物流体系。同时,实施客户关系管理,提高客户满意度、忠诚度,提升企业核心竞争力是我国第三方物流企业在激烈的市场竞争中利于不败之地的关键。本文通过运用理论分析法、问题分析法、实证分析法,对第三方物流从理论上进行了介绍和分析,对第三方物流行业大客户特征与大客户管理实践进行了较为翔实的解析。其次,结合本人在该公司多年工作实践经验,对Z公司大客户管理现状和关系管理中短板弱项重点剖析,并对化工行业的大客户管理认真总结和理性探讨。再次,就目前Z公司客户关系管理中存在问题,提出了具有较强针对性的意见和建设性建议。阐述了新形势下增强国内物流企业市场竞争力,要坚持以创新驱动为引领,围绕优化客户关系管理这个重点,着力抓住坚持改革开放、加快转型升级、瞄准市场动向、改进管理方式、提升服务质量、聚集创新人才等核心要素,有效提高客户满意度和忠诚度。论证了在当前市场竞争日益激烈化情况下,大客户关系管理对企业市场地位、经营收入及中长期发展战略起着决定性的关键作用。从中得出的结论是,实施大客户关系管理新战略,对企业发展新经济、生成新动力,保持常态化、可持续健康发展具有现实的指导意义。
[Abstract]:With the rapid development of our country's social economy, the demand of the third party logistics market increases rapidly. Under the stimulation of the market demand, the domestic logistics enterprises develop rapidly, the scale of the industry expands constantly, and more and more foreign logistics enterprises pour into the domestic market. It has brought great threats and challenges to the market competitiveness of domestic logistics enterprises. It is necessary to take the development of enterprises as the theme and market demand as the leading force to develop the logistics system with the ability to control the market competition at home and abroad. At the same time, Implementing customer relationship management, improving customer satisfaction, loyalty and enhancing core competitiveness are the key to the invincible position of the third party logistics enterprises in the fierce market competition. Empirical analysis, the third party logistics from the theoretical introduction and analysis, the third party logistics industry major account characteristics and key account management practice are more detailed analysis. Secondly, combined with my working experience in the company for many years, This paper analyzes the current situation of key account management and the weakness of relationship management in Z Company, and sums up and discusses rationally the key account management in chemical industry. Thirdly, in view of the existing problems in customer relationship management in Z Company, This paper puts forward some suggestions and constructive suggestions, expounds how to strengthen the market competitiveness of domestic logistics enterprises under the new situation, and how to focus on optimizing the customer relationship management by taking innovation-driven as the guide. Focusing on the core elements of persisting in reform and opening up, speeding up transformation and upgrading, aiming at market trends, improving management methods, improving service quality, gathering innovative talents, etc. Effectively improve customer satisfaction and loyalty. Demonstrate that in the current situation of increasingly fierce market competition, large customer relationship management on the market position of enterprises, The conclusion drawn from the conclusion is that the implementation of the new strategy of key customer relationship management is of great importance to the development of new economy, the generation of new motive force and the maintenance of normality. Sustainable and healthy development has practical significance.
【学位授予单位】：南京师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F259.23

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