本文選題：客戶關(guān)系管理 + 鋼鐵貿(mào)易�。� 參考：《華中科技大學》2013年碩士論文

【摘要】：近年來，國內(nèi)鋼鐵行業(yè)產(chǎn)能嚴重過剩，鋼廠利潤大幅下滑。與之相關(guān)的鋼材貿(mào)易企業(yè)經(jīng)營也日漸困難。在如此的經(jīng)營環(huán)境中，鋼貿(mào)企業(yè)只有通過樹立“以客戶為本”的企業(yè)文化，加強客戶關(guān)系管理，做好客戶服務(wù)工作才能有效提升企業(yè)的核心競爭力，長期健康發(fā)展。 本文首先介紹了客戶關(guān)系的基本理論及“客戶滿意度”、“客戶忠誠度”、“客戶價值”等有關(guān)概念，然后對鋼材貿(mào)易所屬的工業(yè)品市場的客戶關(guān)系管理的特點進行了闡述；其次，通過對SJCO公司發(fā)展歷程、組織機構(gòu)、主要業(yè)務(wù)流程及目前經(jīng)營中存在的困難的介紹與分析，并結(jié)合目前該公司客戶關(guān)系管理中存在的問題，指出了在SJCO公司實施客戶關(guān)系管理改善的必要性，并對其實施的可能性進行了初步的論證；然后，具體提出了在該公司實施客戶關(guān)系管理改善的有關(guān)策略，包括提前進行規(guī)劃、對客戶進行分級管理、加強客戶滿意度管理等。最后對客戶關(guān)系管理的保障措施，包括實施“以客戶為本”的企業(yè)文化并按照其要求對組織機構(gòu)與業(yè)務(wù)流程進行優(yōu)化等進行了闡述，并給出論文的結(jié)論。 本文通過闡述有關(guān)理論，分析企業(yè)的實際問題，給出改進建議的完整流程，期望能夠切實提升SJCO公司的客戶關(guān)系管理理論及應(yīng)用水平，提高該企業(yè)客戶的滿意度，提升客戶價值。最終達到促進企業(yè)發(fā)展、形成企業(yè)核心競爭力的目的。
[Abstract]:In recent years, the domestic steel industry overcapacity, steel profits fell sharply. Associated with the steel trade enterprise has become more difficult. In such environment, the steel trade enterprises only through the establishment of a "customer-oriented" enterprise culture, strengthen customer relationship management, customer service in order to effectively enhance the core competitiveness enterprise's long-term healthy development.
This paper first introduces the basic theory of customer relationship and customer satisfaction "and" customer loyalty "," the concept of customer value, customer relationship management features of the steel trade and industrial market are described; secondly, through the development process of SJCO company organization, introduction and analysis there are the main business processes and current operating difficulties, and combined with the existing company customer relationship management, points out the necessity of implementing customer relationship management improvement in SJCO company, and the implementation of the possibility of the preliminary demonstration; then, put forward the implementation strategy about improvement in customer relationship management the company, including advance planning, classified management of customers, strengthen customer satisfaction management. Finally, security measures of customer relationship management, including the implementation of the " The enterprise culture of "customer based" and the optimization of organizational structure and business process are described in accordance with its requirements, and the conclusions of the paper are given.
This paper describes the relevant theory, analysis the practical problems of enterprises, complete the process of suggestion, expect to be able to effectively enhance the SJCO company customer relationship management theory and application level of the enterprise, improve customer satisfaction, enhance customer value. Finally to promote the development of enterprises, the formation of the core competitiveness of the enterprise.

【學位授予單位】：華中科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F426.31

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本文編號：1750978