基于客户满意度模型的物业培训网站CRM系统的研究

发布时间：2019-01-03 18:24

【摘要】：我国高速发展的物业管理行业,使得物业管理企业对人才培养的需求越来越大。但是由于物业行业从业人员的特点和培训现状的不足,使得物业管理企业急需一种有效的、专业的人才培养平台。于是,基于E-learning平台的物业培训网站应运而生。既然物业培训网站对物业管理行业有着极其重要的现实意义,那么如何保证和指导物业培训网站的运营成为项目组最重要的研究课题。尤其是在当前“以客户为中心”的市场背景下,怎样开拓新客户、维系旧客户、提高客户满意度及忠诚度成为物业培训网站的首要目标。本文首先对物业管理企业培训现状和国内外E-learning平台在培训中的应用情况进行了大量的研究和分析,论证了E-learning平台在物业管理行业网络培训体系中应用的可行性和有效性。从而使得物业培训网站无论从理论意义和现实意义上都有了强大的支撑,这样对物业培训网站客户满意度的研究就显得有了实际意义。其次,本文基于层次分析法建立了物业培训网站客户满意度评价指标体系,确立了各个指标对应的权重,并且利用模糊评价法对网站的客户满意度进行了综合评价。最后,文章结合对客户满意度评价结果的分析,设计和开发了物业培训网站的客户关系管理系统,以达到提高客户满意度和有效管理客户信息的目的。
[Abstract]:With the rapid development of property management industry in our country, the demand for talent training of property management enterprises is increasing. However, due to the characteristics of the property industry employees and the lack of training, property management enterprises urgently need an effective, professional talent training platform. Therefore, the property training website based on E-learning platform came into being. Since the property training website is of great practical significance to the property management industry, how to ensure and guide the operation of the property training website has become the most important research topic of the project team. Especially in the current "customer-centered" market background, how to open up new customers, maintain old customers, improve customer satisfaction and loyalty become the primary goal of property training website. Firstly, this paper makes a lot of research and analysis on the status quo of property management enterprise training and the application of E-learning platform in training at home and abroad. This paper demonstrates the feasibility and effectiveness of the application of E-learning platform in the network training system of property management industry. So that the property training website from the theoretical and practical significance of the strong support, so the study of property training website customer satisfaction is of practical significance. Secondly, based on Analytic hierarchy process (AHP), this paper establishes the evaluation index system of property training website customer satisfaction, establishes the corresponding weights of each index, and uses the fuzzy evaluation method to evaluate the customer satisfaction of the website. Finally, based on the analysis of the evaluation results of customer satisfaction, the paper designs and develops the customer relationship management system of property training website, in order to improve customer satisfaction and effectively manage customer information.
【学位授予单位】：北京林业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52;F293.33

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