深圳电信研究院客户关系管理研究

发布时间：2018-06-07 04:35

本文选题：国家检测机构 + 客户价值　；参考：《中南大学》2013年硕士论文

【摘要】：摘要：我国的检测机构最初全部由国家统一设立和管理,所有检测均由国家检测机构执行。随着市场经济的不断深化,检测市场逐渐向民间及国际资本开放,政府指令性检测的范围不断缩小,我国国家检测机构发展环境面临深刻变化。深圳电信研究院是工业和信息化部下属的一个科研检测机构,主要面向南方地区开展通信类产品检测及通信仪表计量等服务。与其他国家检测机构一样,政策性强制检测业务在深圳电信研究院的所有业务中占有重要比重。近两年来,业务量和收入的明显下滑趋势,暴露出深圳电信研究院传统的经营理念和管理模式存在的问题。面对检测行业日益激烈的竞争环境,深圳电信研究院只有树立以客户为中心的经营管理理念,力争为客户提供更加优质的产品和服务,才能提高客户满意度和忠诚度,最终赢得市场。本文首先对深圳电信研究院的行业特点、政策环境及第三方检测行业的发展趋势进行了研究,并对客户关系管理相关理论及内涵进行了系统的回顾和总结,分析了深圳电信研究院实施客户关系管理的必要性和重要意义。然后,对其客户关系管理现状进行梳理,分析了目前存在的问题及问题产生的原因。接着,提出应用客户关系管理解决深圳电信研究院发展问题的方案设计,并对方案的有效实施所需要的保障措施进行归纳总结。
[Abstract]:Absrtact: China's testing institutions were initially set up and managed by the state, and all tests were carried out by national testing agencies. With the deepening of the market economy and the opening of the inspection market to the private and international capital, the scope of the government's mandatory testing is shrinking, and the development environment of the national testing institutions in China is facing profound changes. Shenzhen Telecom Research Institute is a scientific research and testing institution under the Ministry of Industry and Information Technology. Like other testing institutions in other countries, policy-based compulsory testing accounts for an important proportion of all the operations of Shenzhen Telecom Research Institute. In the past two years, the business volume and income have declined obviously, which exposed the problems existing in the traditional management concept and management mode of Shenzhen Telecom Research Institute. In the face of the increasingly competitive environment in the testing industry, only by establishing a customer-centered management concept and striving to provide customers with more high-quality products and services can the Shenzhen Telecom Research Institute improve customer satisfaction and loyalty. Finally win the market. Firstly, this paper studies the industry characteristics, policy environment and the development trend of the third party testing industry of Shenzhen Telecom Research Institute, and systematically reviews and summarizes the relevant theories and connotations of customer relationship management. The necessity and significance of implementing customer relationship management in Shenzhen Telecom Research Institute are analyzed. Then, the current situation of customer relationship management is combed, and the existing problems and the causes of the problems are analyzed. Then, the paper puts forward the scheme design of applying CRM to solve the development problem of Shenzhen Telecom Research Institute, and summarizes the guarantee measures needed for the effective implementation of the scheme.
【学位授予单位】：中南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F626

【参考文献】