ZYT公司客户关系管理研究

发布时间：2018-01-10 23:10

本文关键词：ZYT公司客户关系管理研究　出处：《中国地质大学（北京）》2013年硕士论文　论文类型：学位论文

【摘要】：随着国民经济的增长和人民生活水平的提高，政府、企业和个人都越来越重视公共安全、人生安全和财产安全。2008年，第二十九届奥林匹克运动会在北京成功举办，这场有多个国家和地区参与的体育盛会更是推进了中国安防市场的发展，ZYT公司就是在这样的背景下成立的新型安防报警服务公司。公司成立于2010年，规模小，人数少，产品不丰富。初期依托智能防盗报警主机差异于市场上其他报警主机的前端智能识别功能，以及产品联合保安、保险的整体服务营销方案和公司领导广泛的关系网络，在产品投放市场后取得了一定的市场份额，尤其是争取了一部分电力行业的稳定用户。两年间公司的客户数量以及销售额都有了增长。随着客户数量比初期的增加，客户数量以及销售额的增长趋势明显放缓等问题的显现，公司正在寻找可以解决正面临的问题并适合公司在激烈竞争下保证自我发展需求的方法。当今安防行业正处在从“以产品为中心”到“以客户为中心”的新的营销方式变革中，，本文通过对ZYT公司、产品、及客户分析，阐述了ZYT公司目前在客户管理方面存在的问题，并以公司实际情况为依据，提出了从公司内部经营理念改变、组织流程改造、业务流程改造以及信息系统的建设来达到对客户关系管理的实现与控制。客户关系的管理就是为了通过及时把握和满足客户需求，通过给不同客户提供差异化的服务，来提高客户满意度进而提升客户忠诚度，以达到客户和公司两者的价值双赢，实现公司客户利润的持续发展壮大。本文侧重的是对客户关系管理价值的认识，以及对ZYT公司客户关系管理系统的研究。在发现问题以及提出相应的理念重树、新制度制定、组织流程改造、业务流程再造、信息系统流程新建的等方法后，由于缺乏信息系统等专业知识和经验，所以在搭建客户关系管理信息系统的时候仅提出了目标和要求。对于客户细分和客户评价体系的建立、绩效考评体系、数据仓库和数据挖掘技术等方面具体实施过程中的内容，留待日后与专业的客户关系管理咨询公司合作后，在项目工作开展中逐一完成。
[Abstract]:With the growth of national economy and the improvement of people ' s living standards , the government , enterprises and individuals have paid more and more attention to public safety , life safety and property safety . In 2008 , the twenty - ninth Olympic Games was successfully held in Beijing , and the sports events involving many countries and regions have advanced the development of China ' s security market , and ZYT is a new security alarm service company established under such a background . The company is founded in 2010 , small in size , small in number , and product is not abundant . In the early stage , relying on intelligent anti - theft alarm host difference in front - end intelligent identification function of other alarm host on the market , as well as product joint security and insurance , the overall service marketing program and the company lead a wide - ranging relationship network . After the product is put into the market , a certain market share is obtained , especially for a part of the power industry . As the number of customers is increased , the number of customers and the growth trend of sales are obviously slowing , etc . , the company is looking for ways to solve the problems that are being faced and suitable for the company to guarantee self - development needs under the fierce competition . In this paper , we expound the existing problems of ZYT company in customer management by analyzing ZYT company , product and customer . Based on the actual situation of the company , this paper puts forward the realization and control of customer relationship management based on the company ' s actual situation , organization process transformation , business process transformation and information system construction . Customer relationship management is to improve customer satisfaction and improve customer loyalty by providing differentiated services to different customers through timely grasping and meeting customer needs , so as to achieve the value win - win of both customers and companies , and realize the continuous development of corporate customer profits . This paper focuses on the understanding of the value of customer relationship management and the research on the customer relationship management system of ZYT .

【学位授予单位】：中国地质大学（北京）
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272;F426.6

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