中石油青海销售公司客户关系管理系统设计与实现

发布时间：2018-04-21 19:18

本文选题：客户关系 + 管理　；参考：《电子科技大学》2015年硕士论文

【摘要】：销售,是企业生存的命脉;客户,是企业利润的源泉。企业要想取得不断的发展和进步,要保持长久的市场竞争力,必须要建立一套科学和规范化的客户管理体系,这不仅是现代企业的战略性任务,也是企业发展的重要因素。本文依据青海销售公司发展和客户管理需求,通过细致的市场调研,加强和规范客户开发、拜访和维护,建立一套适合企业自身业务管理的客户服务体系,针对性的设计本企业CRM系统(Customer Relationship Management),即客户关系管理,在客户详细资料的收集的基础上,建立客户信息管理数据库,实现客户的建档、追踪、分析、营销和内容推送等方面的系统建设目标。系统基于微软CRM 4.0的基础,通过SQLSERVER数据库实现建立统一的客户资料管理系统,分析客户管理系统间的关系、系统接口设计、系统角色与现实的组织对应关系,对客户的产品需求深入分析,为全力细化客户服务管理,做到维系已有客户,发现新增客户,挖掘潜在优质客户,建立系统管理、信息管理、信息服务、信息查询等模块设计,达到对客户精细化管理。围绕客户开发、客户服务、客户流失预警等功能设置,进行线条化分析,借助电子信息的有效交流沟通,理解并影响客户行为,提高客户满意程度,最终实现提高客户获得、客户保留、客户忠诚和客户创利的目的。通过设计和应用CRM(客户关系管理)系统,实现标准化、多渠道的客户管理流程,保证客户资料的完整性与唯一性,确保客户数据集成性、一致性、有效性,实现对客户的信息进行查询、录入、应用和管理,按照青海销售公司现行的管理层次,满足省公司、分公司、经营部、加油站四个层面的客户管理应用需求,完成多用户不同区域的客户管理操作设计,对青海公司所有客户进行统一管理,全面有效地提升客户服务和营销水平,增强和提高青海销售公司市场竞争力。
[Abstract]:Sales, is the lifeblood of the survival of enterprises; customers, is the source of corporate profits. If enterprises want to make continuous development and progress, and to maintain long-term market competitiveness, they must establish a set of scientific and standardized customer management system, which is not only the strategic task of modern enterprises, but also an important factor for the development of enterprises. According to the development of Qinghai sales Company and the requirement of customer management, this paper, through careful market research, strengthens and standardizes customer development, visits and maintenance, and establishes a set of customer service system suitable for enterprise's own business management. The aim of this enterprise CRM system is customer Relationship management, that is, customer relationship management. On the basis of the collection of customer detailed information, the customer information management database is established to realize the establishment, tracing and analysis of customers. Marketing and content push and other aspects of the system construction objectives. The system is based on Microsoft CRM 4.0, and realizes the establishment of unified customer data management system through SQLSERVER database, analyzes the relationship between customer management system, the design of system interface, the corresponding relationship between system role and reality organization. Deeply analyze customer's product demand, in order to refine customer service management, maintain existing customer, find new customer, excavate potential high quality customer, establish system management, information management, information service, information query module design, etc. To achieve customer refinement management. Focusing on customer development, customer service, customer churn warning and other functional settings, line analysis, with the help of effective communication of electronic information, understanding and influencing customer behavior, improving customer satisfaction, and ultimately improving customer access, Customer retention, customer loyalty and customer profit creation purposes. Through the design and application of CRM (customer relationship Management) system, we can realize the standardized and multi-channel customer management process, ensure the integrity and uniqueness of customer data, ensure the integration, consistency and validity of customer data. To realize the inquiry, input, application and management of customer information, according to the current management level of Qinghai sales Company, to meet the application requirements of customer management at the four levels of provincial company, branch company, management department and gas station. Complete multi-user and different area customer management operation design, all customers of Qinghai Company unified management, comprehensively and effectively improve customer service and marketing level, enhance and improve the market competitiveness of Qinghai sales Company.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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