發(fā)布時(shí)間：2018-03-26 03:43

  本文選題：客戶　切入點(diǎn)：關(guān)系管理　出處：《天津大學(xué)》2014年碩士論文

【摘要】：物流對(duì)于國(guó)人來(lái)說(shuō)不是陌生的，但是物流行業(yè)起步相對(duì)較晚，從業(yè)人員素質(zhì)不高，整體的管理水平與發(fā)達(dá)國(guó)家相比還比較落后，很多人提到物流還停留在“汽車運(yùn)輸”的水平上，這意味著無(wú)論是人員的素質(zhì)，還是各項(xiàng)服務(wù)水平，中國(guó)的物流行業(yè)還是小學(xué)生。國(guó)外大型生產(chǎn)型企業(yè)為我們帶來(lái)的高水平物流服務(wù)的需求，同時(shí)，外資物流企業(yè)的涌入，也給國(guó)內(nèi)物流企業(yè)帶來(lái)了危機(jī)。與其他服務(wù)性行業(yè)一樣，物流行業(yè)同樣認(rèn)為客戶是重要的，通過(guò)對(duì)客戶需求的調(diào)研，到設(shè)計(jì)滿足客戶需求的產(chǎn)品，最終實(shí)現(xiàn)提高客戶滿意度和忠誠(chéng)度，這是企業(yè)良好運(yùn)行的必行之策。為國(guó)有企業(yè)的客戶關(guān)系管理注入新的能量，提高服務(wù)質(zhì)量，改善與客戶之間的關(guān)系，改變客戶結(jié)構(gòu)，從而達(dá)到保持收入及利潤(rùn)增長(zhǎng)，這是企業(yè)正常發(fā)展的必經(jīng)之路。 本文的研究的內(nèi)容有以下幾個(gè)方面:首先從理論上闡述了客戶關(guān)系，以及國(guó)內(nèi)外客戶關(guān)系管理的理論基礎(chǔ)以及研究現(xiàn)狀，依據(jù)客戶關(guān)系管理的產(chǎn)生，對(duì)客戶關(guān)系管理的概念、核心以及特征等進(jìn)行了詳細(xì)分析；其次，依據(jù)港口物流企業(yè)的特征，結(jié)合W公司的客戶經(jīng)營(yíng)、服務(wù)產(chǎn)品經(jīng)營(yíng)和市場(chǎng)經(jīng)營(yíng)的實(shí)際情況，對(duì)W公司的相關(guān)客戶管理以及市場(chǎng)營(yíng)銷管理進(jìn)行了詳細(xì)的分析，在客戶關(guān)系管理的分析中，主要對(duì)客戶關(guān)系建立、產(chǎn)品類別和客戶滿意度調(diào)研進(jìn)行了論述；最后針對(duì)W公司現(xiàn)有客戶關(guān)系管理的問(wèn)題，提出改善W公司客戶關(guān)系管理的方法，，建立客戶關(guān)系管理構(gòu)架，重新建立與客戶關(guān)系，及時(shí)發(fā)現(xiàn)問(wèn)題、改正問(wèn)題，并建立持續(xù)、有效的改進(jìn)措施。
[Abstract]:Logistics is no stranger to the people of China, but the logistics industry starts relatively late, the quality of the employees is not high, and the overall management level is still relatively backward compared with the developed countries. Many people mentioned that logistics is still at the level of "automobile transportation", which means whether it is the quality of personnel or the level of service. China's logistics industry is still a primary school student. The demand for high-level logistics services brought to us by large production enterprises abroad, at the same time, the influx of foreign logistics enterprises has also brought about a crisis to domestic logistics enterprises. Like other service industries, Logistics industry also believes that customers are important, through the investigation of customer needs, to design products to meet customer needs, and ultimately to improve customer satisfaction and loyalty. This is a necessary strategy for the good operation of an enterprise. It will inject new energy into customer relationship management in state-owned enterprises, improve the quality of service, improve relations with customers, and change the structure of customers, so as to maintain revenue and profit growth. This is the only way to the normal development of enterprises. The research contents of this paper are as follows: firstly, the theoretical basis and research status of customer relationship management at home and abroad are expounded theoretically, and the concept of customer relationship management is introduced according to the emergence of customer relationship management. The core and characteristics are analyzed in detail. Secondly, according to the characteristics of port logistics enterprises, combined with the actual situation of customer management, service product management and market operation of W Company, The related customer management and marketing management of W company are analyzed in detail. In the analysis of customer relationship management, the establishment of customer relationship, product category and customer satisfaction are discussed. Finally, aiming at the existing problems of customer relationship management in W company, the paper puts forward the methods of improving customer relationship management of W company, establishing the framework of customer relationship management, re-establishing the relationship with customers, finding problems in time, correcting problems, and establishing continuity. Effective improvement measures.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F274;F259.23

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