QUIMICA SUIZA工业公司客户关系管理研究
发布时间：2023-10-19 19:32
秘鲁这一充满竞争的市场正在不断变化。在过去几年中,秘鲁经济持续增长,公司和家庭也在一起发展。在全球化的世界中,客户需求正在不断变化,不断增长,竞争也越来越激烈。客户关系管理(CRM)策略是帮助公司与客户进行互动的一大工具,其中一项主要目标是建立牢固的长期关系,提高客户回访率。此外,CRM还可以帮助公司与客户建立个人关系,从而实现双赢的长期交流。本研究旨在更好地理解B2B公司对CRM的使用,并对B2B公司QSI进行了特殊分析。为更好地了解QSI的现状,本文分析了该公司存在的问题。基于此目的,作者提出了三个研究问题,重点解释CRM在该公司中的运用及其带来的益处。此外,文章还分析了使用的策略,描述了在QSI中实施的每种策略。在总结问题,并为该公司选择合适的CRM之后,本文还进行了评估,验证CRM的有效性和表现。本研究、调查、焦点小组的结果表明了销售损失与QSI的关联。在主要问题中,有迹象表明QSI没有统一的数据库,然而处理和验证客户数据非常有必要。同样,公司同样需要细分客户群。市场营销部门发起的广告和促销通常是针对客户的,他们手中没有靠谱的信息,无法为不同类型的客户制定特殊的策略,不能开展有...
【文章页数】：136 页
【学位级别】：硕士
【文章目录】：
Acknowledgements
摘要
Abstract
Chapter One Introduction
1.1 Research Background and Significance
1.1.1 Research Background
1.1.2 Research Purpose
1.1.3 Research Significance
1.2 Literature Review
1.2.1 Key Concepts
1.2.2 Domestic and Foreign Literature
1.3 Research Content and Questions
1.3.1.Research Questions
1.3.2.Research Scope
1.3.3.Structure of the thesis
1.4 Research Methods and innovation
1.4.1.Research Methods
1.4.2.Innovation
Chapter Two Theoretical framework
2.1 Definition and types of CRM
2.1.1 Strategic CRM
2.1.2 Operational CRM
2.1.3 Analytical CRM
2.1.4 CRM Collaborative
2.2 Importance of CRM in a Company
2.2.1 Applied in a theoretical and Misunderstanding of CRM
2.2.2 Applied in a practical environment:B2B companies
2.2.3 Reasons for choosing CRM
2.3 Theoretical Models of CRM
2.4 Tools
2.4.1 PESTEL
2.4.2 Porter’s Five Force
2.4.3 Business Model Canvas
2.4.4 SWOT analysis of the company
Chapter Three QSI Environment analysis
3.1 Macro Environment of the company and competitors
3.1.1 PESTEL
3.1.2 Porter Analysis
3.2 Internal Analysis
3.2.1 Business Model Canvas
3.2.2 SWOT Analysis
3.2.3 Competitor Analysis
Chapter Four Current Status of CRM in QSI
4.1 QSI:Company Introduction
4.1.1 General introduction of the company
4.1.2 Organizational setup of the company
4.1.3 Current situation of the company
4.2 Current Status of the CRM in the company
4.3 Survey methods
4.3.1 Focus group
4.3.2 Survey
4.4 Identified Problems
4.4.1 No specific and detailed information,disorganized database
4.4.2 Incorrect segmentation of customers or products
4.4.3 No retention of current customers.QSI clients are being lost
4.5 Cause analysis and summary of the problems
Chapter Five Solution Implementation of CRM in QSI
5.1 Implementation of Operational CRM:SAP CRM
5.2 Classify the customers regarding the affordability of each one
5.3 Loyalty plan for QSI(B2B companies)
Chapter Six Execution of CRM Strategy in QSI
6.1 Management System Support
6.1.1 Managerial and Corporate Support
6.1.2 Organizational Structure
6.2 Human Resource Support
6.2.1 Areas involved
6.2.2 CRM costs for the company
6.2.3 Sales and Revenues for the company
6.2.4 Innovation between Sales,Marketing and TI
6.3 Technical Support(computers,software,system)
Chapter Seven Conclusions and discussion
7.1 Main conclusions
7.2 Limitations of this work
7.3 Directions of future study
References
Table of Figures
Index of Tables
Appendices
本文编号：3855265
【文章页数】：136 页
【学位级别】：硕士
【文章目录】：
Acknowledgements
摘要
Abstract
Chapter One Introduction
1.1 Research Background and Significance
1.1.1 Research Background
1.1.2 Research Purpose
1.1.3 Research Significance
1.2 Literature Review
1.2.1 Key Concepts
1.2.2 Domestic and Foreign Literature
1.3 Research Content and Questions
1.3.1.Research Questions
1.3.2.Research Scope
1.3.3.Structure of the thesis
1.4 Research Methods and innovation
1.4.1.Research Methods
1.4.2.Innovation
Chapter Two Theoretical framework
2.1 Definition and types of CRM
2.1.1 Strategic CRM
2.1.2 Operational CRM
2.1.3 Analytical CRM
2.1.4 CRM Collaborative
2.2 Importance of CRM in a Company
2.2.1 Applied in a theoretical and Misunderstanding of CRM
2.2.2 Applied in a practical environment:B2B companies
2.2.3 Reasons for choosing CRM
2.3 Theoretical Models of CRM
2.4 Tools
2.4.1 PESTEL
2.4.2 Porter’s Five Force
2.4.3 Business Model Canvas
2.4.4 SWOT analysis of the company
Chapter Three QSI Environment analysis
3.1 Macro Environment of the company and competitors
3.1.1 PESTEL
3.1.2 Porter Analysis
3.2 Internal Analysis
3.2.1 Business Model Canvas
3.2.2 SWOT Analysis
3.2.3 Competitor Analysis
Chapter Four Current Status of CRM in QSI
4.1 QSI:Company Introduction
4.1.1 General introduction of the company
4.1.2 Organizational setup of the company
4.1.3 Current situation of the company
4.2 Current Status of the CRM in the company
4.3 Survey methods
4.3.1 Focus group
4.3.2 Survey
4.4 Identified Problems
4.4.1 No specific and detailed information,disorganized database
4.4.2 Incorrect segmentation of customers or products
4.4.3 No retention of current customers.QSI clients are being lost
4.5 Cause analysis and summary of the problems
Chapter Five Solution Implementation of CRM in QSI
5.1 Implementation of Operational CRM:SAP CRM
5.2 Classify the customers regarding the affordability of each one
5.3 Loyalty plan for QSI(B2B companies)
Chapter Six Execution of CRM Strategy in QSI
6.1 Management System Support
6.1.1 Managerial and Corporate Support
6.1.2 Organizational Structure
6.2 Human Resource Support
6.2.1 Areas involved
6.2.2 CRM costs for the company
6.2.3 Sales and Revenues for the company
6.2.4 Innovation between Sales,Marketing and TI
6.3 Technical Support(computers,software,system)
Chapter Seven Conclusions and discussion
7.1 Main conclusions
7.2 Limitations of this work
7.3 Directions of future study
References
Table of Figures
Index of Tables
Appendices
本文编号：3855265
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