ZZIKEA公司客户关系管理研究
发布时间：2018-08-22 21:31
【摘要】：目前客户资源成为了ZZIKEA公司最重要的资源，而客户资源的流失则意味着公司利润的损失和生存和发展的障碍，减少客户流失成为ZZIKEA公司必须考虑的重大问题。我们要从公司经营的角度进行分析考虑，并且经过对比潜在竞争对手的市场份额和市场比例进行研究，从公司的自身找原因，并且深入调查和对比其他宜家代购公司的经营状况，找出能够威胁我们产生客户流失的根本原因，在客户关系管理中对客户流失有预防性措施就是保持住我们的客户的基本前提。我们公司通过对客户关系的管理，使我们的客户达到长期满意，从而避免新老客户的流失。 公司管理最重要的指标也从“控制成本”和“合理利润”转变为“可以信任的持续的合作伙伴”。作为ZZIKEA要充分了解客户的需求并精准匹配客户的需求，建立一对一的针对性的响应客户的需求，，同时提供良好的家具家居设计咨询等服务，并确保优质和及时的高效服务。随着需求的拉动和客户审美的发展,企业更难以获得独特的竞争优势，需要争取新顾客，保留老顾客,降低服务成本,最佳的解决方法就是建立完善的客户关系管理系统。 本文通过对客户进行分类，发现不同的客户有不同的需求，通过满足客户不同的需求，提高客户的满意度，从而达成长期合作的基础，并通过对客户要求等了解，减少和避免客户的流失，还可以形成口碑销售，提高宣传效果。评价ZZIKEA公司在一个具体家居项目为大宗服务时，客户关系与竞争对手逐一进行比较，在成功在总结经验，在失败中吸取教训，使得ZZIKEA对决策分析，从而增加签单几率，为公司创造更多客户。希望通过这次探讨改善ZZIKEA公司客户关系管理存在的问题得以改善和提高。
[Abstract]:At present, customer resource has become the most important resource of ZZIKEA company, and the loss of customer resource means the loss of profit and the obstacle of survival and development. Therefore, reducing customer loss has become an important problem that must be considered by ZZIKEA Company. We have to analyze and consider from the perspective of the company's operation, and by comparing the market share and market proportion of potential competitors, we can find out the reasons from the company itself. And by deeply investigating and comparing the operating conditions of other IKEA daigou companies, we can find out the root causes that threaten our customer turnover. Preventive measures against customer turnover in customer relationship management are the basic prerequisite for maintaining our customers. Our company through the management of customer relations, so that our customers to achieve long-term satisfaction, so as to avoid the loss of new and old customers. The most important indicators of corporate management have also shifted from "cost control" and "reasonable profit" to "trustworthy and continuous partners." As a ZZIKEA, we should fully understand customer needs and accurately match customer needs, establish one-to-one targeted response to customer needs, provide good furniture home design consulting and other services, and ensure high quality and timely and efficient services. With the development of demand and customer aesthetics, it is more difficult for enterprises to obtain unique competitive advantage. It is necessary to win over new customers, retain old customers and reduce service costs. The best solution is to establish a perfect customer relationship management system. Through the classification of customers, we find that different customers have different needs, by meeting the different needs of customers, improve customer satisfaction, so as to reach the foundation of long-term cooperation, and through the understanding of customer requirements, Reduce and avoid the loss of customers, but also to form word of mouth sales, improve the effectiveness of publicity. When evaluating ZZIKEA company in a specific household project as the bulk service, the customer relationship is compared with the competitors one by one, in the successful summing up experience, in the failure draw the lesson, causes the ZZIKEA to the decision analysis, thus increases the signing order probability, Create more customers for the company. We hope to improve the existing problems of customer relationship management in ZZIKEA through this discussion.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274
本文编号：2198353
[Abstract]:At present, customer resource has become the most important resource of ZZIKEA company, and the loss of customer resource means the loss of profit and the obstacle of survival and development. Therefore, reducing customer loss has become an important problem that must be considered by ZZIKEA Company. We have to analyze and consider from the perspective of the company's operation, and by comparing the market share and market proportion of potential competitors, we can find out the reasons from the company itself. And by deeply investigating and comparing the operating conditions of other IKEA daigou companies, we can find out the root causes that threaten our customer turnover. Preventive measures against customer turnover in customer relationship management are the basic prerequisite for maintaining our customers. Our company through the management of customer relations, so that our customers to achieve long-term satisfaction, so as to avoid the loss of new and old customers. The most important indicators of corporate management have also shifted from "cost control" and "reasonable profit" to "trustworthy and continuous partners." As a ZZIKEA, we should fully understand customer needs and accurately match customer needs, establish one-to-one targeted response to customer needs, provide good furniture home design consulting and other services, and ensure high quality and timely and efficient services. With the development of demand and customer aesthetics, it is more difficult for enterprises to obtain unique competitive advantage. It is necessary to win over new customers, retain old customers and reduce service costs. The best solution is to establish a perfect customer relationship management system. Through the classification of customers, we find that different customers have different needs, by meeting the different needs of customers, improve customer satisfaction, so as to reach the foundation of long-term cooperation, and through the understanding of customer requirements, Reduce and avoid the loss of customers, but also to form word of mouth sales, improve the effectiveness of publicity. When evaluating ZZIKEA company in a specific household project as the bulk service, the customer relationship is compared with the competitors one by one, in the successful summing up experience, in the failure draw the lesson, causes the ZZIKEA to the decision analysis, thus increases the signing order probability, Create more customers for the company. We hope to improve the existing problems of customer relationship management in ZZIKEA through this discussion.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274
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