港口企业客户关系管理及DPCM公司系统建设应用

发布时间：2018-06-28 23:15

本文选题：港口企业 + 客户特征　；参考：《大连海事大学》2013年硕士论文

【摘要】：港口企业的生产运作和服务管理,与整个交通运输和仓储配送的大链条,正逐渐融合在一起,行业竞争也日益市场化、白热化。港口企业之间的竞争,是经济腹地的竞争,是供应链的竞争,是客户资源的竞争,说到底,是客户关系管理的竞争。在服务、营销同质化倾向越来越强的情况下,随着港口企业竞争的日趋激烈,引入和施行客户关系管理系统(CRM),已经成为大多数港口企业的共识。实施应用CRM,对于港口企业切实转换经营管理方式,尽快改进客户管理方面存在的问题,强化“以客户为中心”的服务意识,迅速提升服务质量和水平,用更加快捷和周到的优质服务,来留住老客户,拓展新客户,提高客户利润贡献率,打通新渠道,开发新市场,进一步扩大经营规模,赢得客户的“货币选票”,提高企业的经济效益,进而优化和增强企业的核心竞争力,具有强劲的推动作用和重要的现实意义。本文首先分析了该课题研究的背景,介绍了客户关系管理(CRM)的内涵、国内外研究、实施概况；针对港口企业在运营过程中的客户特征,对客户关系管理进行了深入研究,探索与之相适合的系统管理模式,力图丰富CRM在港口企业应用的理论；以港口企业DPCM公司CRM系统的开发、应用实践为例,详细介绍了港口企业CRM系统,并重点对其系统功能进行了研究、分析,对运行效果进行了评价,阐明了港口企业实施CRM的必要性和重要性。本课题的研究目的,就在于从港口企业现实状况出发,将CRM理论实际应用于港口企业,以求为其提供具体的指导和帮助,期盼能够起到些许的推波助澜作用。
[Abstract]:The production operation and service management of port enterprises, with the whole transportation and warehousing and distribution of the large chain, is gradually merging together, industry competition is also increasingly market-oriented, white-hot. The competition among port enterprises is the competition of the economic hinterland, the competition of supply chain, the competition of customer resources, and, in the final analysis, the competition of customer relationship management. In the case of service and marketing homogeneity, with the increasingly fierce competition of port enterprises, the introduction and implementation of customer relationship management system (CRM) has become the consensus of most port enterprises. The application of CRM can effectively change the management mode of port enterprises, improve the problems existing in customer management as soon as possible, strengthen the service consciousness of "customer-centered", and rapidly improve the quality and level of service. To retain old customers, expand new customers, increase their profit contribution rate, open up new channels, develop new markets, further expand their business scale, and win customers'"currency votes" with faster and more considerate quality services, It is of great significance to improve the economic benefits of enterprises and to optimize and strengthen the core competitiveness of enterprises. This paper first analyzes the background of the research, introduces the connotation of customer relationship management (CRM), domestic and foreign research, implementation of the general situation, in view of the port enterprises in the operation process of customer characteristics, the in-depth study of customer relationship management, In order to enrich the theory of CRM application in port enterprise, this paper introduces the CRM system of port enterprise in detail, taking the development and application practice of CRM system of port enterprise DPCM company as an example. The system function is studied, analyzed, the operation effect is evaluated, and the necessity and importance of implementing CRM in port enterprises are expounded. The purpose of this research is to apply CRM theory to port enterprises from the point of view of the actual situation of port enterprises in order to provide them with concrete guidance and help and hope to play a little role in promoting the development of port enterprises.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F270.7;F274;F552.6

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