文档介绍：广西工学院毕业论文
论文题目深圳恒波商业连锁股份有限公司CRM实施方案设计探讨
姓名
系别管理系
专业工商管理
班别工商
学号
指导教师
日期 2010年5月25日
摘要
客户关系管理(Customer Relationship Management,CRM)是一种旨在改善企业与客户之间关系,提高客户忠诚度和满意度的新型管理机制。连锁零售企业之间的竞争就是客户资源的竞争,如何在竞争中提高客户的满意度和忠诚度,获得更多客户的青睐是问题的关键。深圳恒波商业连锁股份有限公司作为连锁零售业的一员,在近几年不断发展壮大的同时出现了较多的问题,尤其是在客户关系管理方面的不足,严重制约了恒波公司的健康发展。本文主要通过对恒波商业连锁股份有限公司客户关系管理的目前现状以及恒波公司CRM方案实施的过程中应该注意的相关事项进行探讨,希望通过这次探讨对恒波商业连锁股份有限公司CRM系统实施方案设计以及改善恒波公司客户关系管理现在的不良局面起到一个好的参照作用,在一定程度上解决恒波公司客户关系管理中存在的不合理的问题。
关键词: 客户关系管理,CRM,专业人才,人才培养。
Abstract
Customer Relationship Management is designed to improve the relationship between businesses and customers, improve customer loyalty and satisfaction of the new management. Chain of petition among enterprises is petition in customer resources, petition to increase customer satisfaction and loyalty, gain more customers of all ages is the key to the problem. Commercial Chain Co., Ltd. of Shenzhen as a constant wave of a retail chain, has grown in strength in recent years, while there more problems, especially in customer relationship management deficiencies, serious constraints to the health of constant wave development. In this paper, through the constant wave of customer relationship management for Chain Co., Ltd. and the constant wave of the current status of pany during the implementation of CRM programs should be aware of relevant issues, I hope that through this constant wave of mercial chain of CRM System Co., Ltd. implementation of the program design and to improve pany's customer relationship management constant wave of bad situation now play the role of a good reference, to a certain extent, solve the constant wave of corporate customer relationship management in the irrational problems.
Keywords: customer relationship management, CRM, professional personnel, personnel training.
目录
摘要……………………………………………………………………IV
Abstract ………………………………………………………………V
一、绪论…………………………………………………………………1
二、客户关系管理相关概述……………………………………………2
(一)客户关系管理的概念………………………………………………2
(二)客户关系管理的优点………………