北京城市人家装饰有限公司客户关系管理模式研究

发布时间：2018-03-31 23:25

本文选题：客户关系　切入点：顾客价值　出处：《兰州大学》2006年硕士论文

【摘要】：客户关系管理是指在企业的运营过程中不断累积客户信息,并使用获得的客户信息来制定市场战略以满足客户个性化需求。客户关系管理意味着观念的转变,即以客户为中心来展开企业的一切经营与管理活动。本文试图通过对客户关系管理的现状和发展趋势的深入探讨,为北京城市人家装饰有限公司提供一个与客户打交道的统一高效的平台。使其能对客户资源信息实行快速处理和分析,为企业领导和主管部门动态地分析市场、科学决策和完成日常管理工作提供大量的有效信息。从而使企业能提升客户价值、提高客户满意度、吸引和保持更多的客户、增加营业额,并通过信息共享和优化商业流程有效地减少销售环节、降低企业经营成本,最终提升北京城市人家装饰有限公司的核心竞争力。本文首先通过对北京城市人家装饰有限公司的介绍和分析国内建筑装饰市场的发展趋势,提出了在北京城市人家装饰有限公司实施客户关系管理战略的必要性。然后对客户关系管理发展的现状、客户关系管理的战略意义与基本内容、客户关系管理理论应用实践的关键要素、企业文化建设与客户关系管理、企业高层面对客户关系管理的选择等方面的内容进行阐述。试图从理论上解释和建立科学和符合企业实际情况的客户关系管理体系,使企业转变观念、提升服务水平、尽可能地提高客户忠诚度,最终增强企业的竞争优势。
[Abstract]:Customer relationship management (CRM) refers to the continuous accumulation of customer information in the course of enterprise operation, and the use of the obtained customer information to formulate market strategies to meet the individual needs of customers. Customer relationship management (CRM) means a change of concept. Namely take the customer as the center to launch the enterprise all management and the management activity. This paper attempts to explore the current situation and development trend of customer relationship management (CRM). To provide a unified and efficient platform for Beijing City Family Decoration Co., Ltd. to deal with customers quickly and analyze customer resource information, and to analyze the market dynamically for enterprise leaders and departments in charge. Scientific decision-making and completion of day-to-day management provide a large amount of effective information. Thus, enterprises can enhance customer value, improve customer satisfaction, attract and maintain more customers, increase turnover, And through information sharing and optimization of business processes to effectively reduce sales links, reduce business costs, and ultimately enhance the core competitiveness of Beijing City Home Decoration Co., Ltd. First of all, this paper introduces and analyzes the development trend of the domestic architectural decoration market through the introduction of Beijing City Family Decoration Co., Ltd. The necessity of implementing customer relationship management strategy in Beijing City Family Decoration Co., Ltd is put forward. Then, the present situation of customer relationship management, the strategic significance and basic content of customer relationship management are discussed. The key elements of the application of customer relationship management theory, corporate culture construction and customer relationship management, Facing the choice of customer relationship management and other aspects, the senior level of the enterprise explains and sets up a scientific and practical customer relationship management system in theory, so that the enterprise can change its concept and improve its service level. As far as possible to improve customer loyalty, and ultimately enhance the competitive advantage of the enterprise.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2006
【分类号】：F426.92

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