TS服务分公司外包业务客户关系管理问题研究

发布时间：2018-04-14 15:37

本文选题：高科技企业 + 服务外包　；参考：《大连理工大学》2012年硕士论文

【摘要】：北京华胜天成科技股份有限公司(以下简称华胜天成公司),属于高新技术民营企业,旗下拥有两家上市公司,主营业务涵盖信息产品化服务、应用软件开发、系统集成及增值分销。如何适应日趋激烈的市场竞争；如何适应服务外包需求的多样化增长；如何开拓更广阔的市场；使华胜天成迎来更多的忠诚客户,提高企业的盈利能力和综合竞争力；与发包方发展成战略合作伙伴,实现共赢,是很多国内信息技术外包服务提供商所面对的共性问题。本文在系统研究服务外包理论以及我国服务外包业的市场结构、行业特点、经营模式的基础上,运用分析法对华胜天成的信息技术服务外包业务中客户关系管理进行了研究。首先,本文分析了我国信息技术服务外包业务的现状,同时重点考察分析了华胜天成信息技术服务外包业务的现状；随后,本文深入研究了华胜天成在信息技术服务外包业务中存在的主要问题；进而根据分析的结果,结合服务外包业务中客户关系管理的理论,依据理论指导实践的原则,指出华胜天成的信息技术服务外包业务应该建立独立的客户关系管理部门,统一规划各部门协调沟通策略,加强发包方对自身业务和产品的信任度和忠实度,运用关系契约方法,提高企业盈利能力和核心竞争力,为企业赢得更多忠实用户并与之建立合作伙伴关系,实现双方利益最大化。本文研究的内容对国内信息技术服务外包商在客户关系管理方面有一定的参考价值和借鉴意义。
[Abstract]:Beijing Huasheng Tiancheng Science and Technology Co., Ltd. (hereinafter referred to as Huasheng Tiancheng Co., Ltd.) is a high-tech private enterprise with two listed companies. Its main business covers information production services, application software development,System integration and value-added distribution.How to adapt to the increasingly fierce market competition, how to adapt to the diversified growth of service outsourcing demand, how to open up a broader market, how to make Huasheng Tiancheng usher in more loyal customers, and how to improve the profitability and comprehensive competitiveness of the enterprises;It is a common problem for many domestic IT outsourcing service providers to develop into strategic partners and achieve win-win situation.On the basis of systematical research on the theory of service outsourcing and the market structure, industry characteristics and management model of service outsourcing industry in China, this paper studies the customer relationship management in information technology outsourcing business of Huasheng Tiancheng by using analysis method.First of all, this paper analyzes the current situation of IT service outsourcing in China, and focuses on the analysis of Huasheng Tiancheng IT outsourcing business.This paper deeply studies the main problems of Huasheng in IT service outsourcing business, and then according to the analysis results, combined with the theory of customer relationship management in the service outsourcing business, according to the theory of guiding the principle of practice,It is pointed out that Huasheng's IT service outsourcing business should establish an independent customer relationship management department, unify the coordination and communication strategies of various departments, and strengthen the trust and loyalty of the contracting parties to their own business and products.The method of relationship contract is used to improve the profitability and core competitiveness of the enterprise, to win more loyal users and establish a cooperative partnership with the enterprise, and to maximize the benefits of both sides.The content of this paper has certain reference value and significance for domestic IT service outsourcing in customer relationship management.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F719

【参考文献】