SJCO公司客户关系管理研究

发布时间：2018-04-14 20:55

本文选题：客户关系管理 + 钢铁贸易　；参考：《华中科技大学》2013年硕士论文

【摘要】：近年来，国内钢铁行业产能严重过剩，钢厂利润大幅下滑。与之相关的钢材贸易企业经营也日渐困难。在如此的经营环境中，钢贸企业只有通过树立“以客户为本”的企业文化，加强客户关系管理，做好客户服务工作才能有效提升企业的核心竞争力，长期健康发展。本文首先介绍了客户关系的基本理论及“客户满意度”、“客户忠诚度”、“客户价值”等有关概念，然后对钢材贸易所属的工业品市场的客户关系管理的特点进行了阐述；其次，通过对SJCO公司发展历程、组织机构、主要业务流程及目前经营中存在的困难的介绍与分析，并结合目前该公司客户关系管理中存在的问题，指出了在SJCO公司实施客户关系管理改善的必要性，并对其实施的可能性进行了初步的论证；然后，具体提出了在该公司实施客户关系管理改善的有关策略，包括提前进行规划、对客户进行分级管理、加强客户满意度管理等。最后对客户关系管理的保障措施，包括实施“以客户为本”的企业文化并按照其要求对组织机构与业务流程进行优化等进行了阐述，并给出论文的结论。本文通过阐述有关理论，分析企业的实际问题，给出改进建议的完整流程，期望能够切实提升SJCO公司的客户关系管理理论及应用水平，提高该企业客户的满意度，提升客户价值。最终达到促进企业发展、形成企业核心竞争力的目的。
[Abstract]:In recent years, the domestic steel industry overcapacity, steel profits fell sharply. Associated with the steel trade enterprise has become more difficult. In such environment, the steel trade enterprises only through the establishment of a "customer-oriented" enterprise culture, strengthen customer relationship management, customer service in order to effectively enhance the core competitiveness enterprise's long-term healthy development.
This paper first introduces the basic theory of customer relationship and customer satisfaction "and" customer loyalty "," the concept of customer value, customer relationship management features of the steel trade and industrial market are described; secondly, through the development process of SJCO company organization, introduction and analysis there are the main business processes and current operating difficulties, and combined with the existing company customer relationship management, points out the necessity of implementing customer relationship management improvement in SJCO company, and the implementation of the possibility of the preliminary demonstration; then, put forward the implementation strategy about improvement in customer relationship management the company, including advance planning, classified management of customers, strengthen customer satisfaction management. Finally, security measures of customer relationship management, including the implementation of the " The enterprise culture of "customer based" and the optimization of organizational structure and business process are described in accordance with its requirements, and the conclusions of the paper are given.
This paper describes the relevant theory, analysis the practical problems of enterprises, complete the process of suggestion, expect to be able to effectively enhance the SJCO company customer relationship management theory and application level of the enterprise, improve customer satisfaction, enhance customer value. Finally to promote the development of enterprises, the formation of the core competitiveness of the enterprise.

【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;F426.31

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