文档介绍：毕业设计(论文)
题目名称:基于快速响应的客户关系管理研究
院系名称:经济管理学院
班级:工商管理
学号:
学生姓名:
指导教师:
2012 年 5 月
论文编号:

基于快速响应的客户关系管理研究
Customer Relationship Management Based on Rapid Response
院系名称:经济管理学院
班级:工商管理
学号:
学生姓名:
指导教师:
2012 年 5 月
摘要
客户关系管理是一种旨在改善企业与客户之间关系的新型管理机制,它实施于企业的市场营销、销售、服务与技术支持等与客户相关的领域,一方面通过提供更快速和周到的优质服务提高客户价值来吸引和保持更多的客户,因此优质的客户服务质量成为提高客户满意度和忠诚度的主要手段;另一方面通过对业务流程的全面管理来降低企业的成本,企业要在不同时期可以根据自己的经营状况和信息系统建设状况灵活扩展CRM系统的功能,从而满足企业部门级、协同级和企业级三个层次的不同需求。
本文首先对客户关系管理产生的背景和理论上的沿革做了详细探讨,揭示了客户关系管理产生的条件和必然性,也对其优劣势做了详尽的分析,指出了客户关系管理的应用对企业所具有的实际意义;然后,对快速响应和客户关系管理研究的相关理论基础进行了深入的探讨,分析了我国客户关系管理的现状及问题,再通过的调查研究分析了快速响应与客户关系管理的相结合的可行性和必要性,并给出意见。
关键词:快速响应,客户关系管理,有机无缝结合
Abstract
Customer Relationship Management is aimed at improving the relationship between businesses and their customers new management mechanism, it is implemented in the enterprise with the customer-related areas such as marketing, sales, service and technical support, on the one hand, by providing faster and more thoughtful quality service to attract and retain more customers, increase customer value and superior customer service quality improve customer satisfaction and loyalty, the primary means of; the other hand, the overall management of business processes to reduce business costs, enterprises should extend the functionality of the CRM system at different times can be flexible according to its own operations and information system status, to meet the level of the corporate sector, collaborative level and three levels of enterprise-class requirements.
First customer relationship management background and theoretical evolution of detailed study reveals the conditions and necessity of the customer relationship management, its advantages and disadvantages of doing a detailed analysis, pointing out that the customer relationship management applications for enterprise has practical significance; then, the relevant theoretical basis for fast response and customer relationship management research in-depth discussion