高飞公司客户关系管理研究

发布时间：2018-05-14 01:36

本文选题：高飞公司 + 客户关系　；参考：《电子科技大学》2013年硕士论文

【摘要】：在目前市场经济极度发达，极度国际化，各行各业市场竞争日益激烈，特别是相对特殊的中国煤炭市场，如何展开竞争，如何在竞争站稳脚，对年轻的高飞公司来说，这是一个非常值得考虑的问题。面对众多大型国有煤炭企业销售公司，以及众多具有国有煤炭企业背景的销售公司，在中国这片有特色的市场经济沃土上，对于根基浅的民营高飞公司来说，成功的实施客户关系管理，以优质精细的客户服务来争取市场，争取生存空间，从而踏上国企的肩头奋起高飞显得尤为重要。本文正是针对上述问题，结合当前煤炭市场动荡不稳的环境，对高飞公司的生产、经营、营销做了细致的分析和研究。通过调查和研究高飞公司所处的生存环境，高飞公司的产业链上下游、供应商及客户的生存环境，供应商与客户的忠诚度、满意度的情况，归纳出高飞公司在维持客户关系的上存在的不足。通过对公司现状和销售问题的分析，本文对供应商，客户的忠诚度、满意度的打造提出了具体的建议和办法，对客户关系管理实施保障提出了具体措施。在分析高飞公司以及相关利益方背景的基础上，找出高飞公司与相关方展开业务的切入点，从而再将这种关系发挥到极至。目前客户关系管理多用于零售业、服务业、制造业，对于能源行业，特别是煤炭贸易行业，，应用的不多。如果将这一关系成功地植入到煤炭营销中，犹如给小米加步枪中添上夜视仪，这会使高飞公司能够发现盲点，做到精确打击、出奇制胜。论文从高飞公司当前所处环境入手，对高飞公司以及同高飞公司相关方的情况进行调查，将调查资料铺陈，从铺陈中发现结合点，从而使高飞公司能看到潜在的客户关系，继而促进公司的进一步发展。
[Abstract]:At present, the market economy is extremely developed and extremely international, and the competition in various industries is becoming increasingly fierce. Especially in the relatively special Chinese coal market, how to compete and how to stand firm in the competition, for the young high flying company, This is a matter of great consideration. In the face of many large state-owned coal enterprise sales companies, as well as many sales companies with a state-owned coal enterprise background, on the fertile soil of China's characteristic market economy, for the private high flying company with a shallow foundation, Successful implementation of customer relationship management, high-quality and sophisticated customer service to strive for the market, strive for survival space, so as to step on the shoulders of state-owned enterprises to rise to the high flying is particularly important. In view of the above problems, this paper makes a detailed analysis and research on the production, management and marketing of Gaofei Company in the light of the volatile and unstable environment of the current coal market. Through the investigation and study of the survival environment of Gaofei, the upstream and downstream of the industrial chain, the survival environment of suppliers and customers, the loyalty and satisfaction of suppliers and customers, Concluded that the company in the maintenance of customer relations on the shortcomings. Based on the analysis of the current situation of the company and the sales problems, this paper puts forward specific suggestions and methods for the establishment of supplier, customer loyalty and satisfaction, and puts forward concrete measures to guarantee the implementation of customer relationship management. On the basis of analyzing the background of the company and its stakeholders, the paper finds out the starting point of the business between the company and the relevant parties, and then exerts this relationship to the extreme. At present, CRM is mostly used in retailing, service, manufacturing, and not much for energy industry, especially for coal trade. If successfully implanted in coal marketing, it would be like adding a night-vision to Xiaomi's rifle, which would enable Goofy to spot blind spots, strike accurately and surprise. Starting with the current environment of the company, the paper investigates the situation of the company and the parties concerned with the company. The investigation materials are laid out and the joint points are found from the paving process, so that the company can see the potential customer relationship. Then promote the further development of the 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】：2013
【分类号】：F274

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