xx電梯公司客戶關(guān)系管理方法探討

12000字

目 錄
第一章 緒論 - 1 -
1.1選題背景及意義 - 1 -
1.2研究方法和研究思路 - 1 -
第二章 客戶關(guān)系管理理論概述 - 2 -
2.1 客戶關(guān)系管理的含義 - 2 -
2.2 客戶關(guān)系管理的作用 - 2 -
2.3 客戶關(guān)系管理方法 - 3 -
2.3.1 客戶滿意度 - 3 -
2.3.2 客戶忠誠度 - 3 -
第三章 南京溧水寧迅電梯客戶關(guān)系管理現(xiàn)狀分析 - 5 -
3.1 電梯行業(yè)現(xiàn)狀分析 - 5 -
3.1.1 宏觀環(huán)境分析 - 5 -
3.1.2 微觀環(huán)境分析 - 6 -
3.2 南京溧水寧迅電梯公司客戶關(guān)系管理現(xiàn)狀 - 7 -
第四章 南京溧水寧迅電梯公司客戶關(guān)系管理調(diào)查分析 - 9 -
4.1 調(diào)查對象和調(diào)查目的 - 9 -
4.2 調(diào)查方法和調(diào)查過程 - 9 -
4.3 數(shù)據(jù)分析和處理 - 9 -
第五章 南京溧水寧迅電梯公司客戶關(guān)系管理系統(tǒng)改進(jìn)建議 - 19 -
5.1 把握正確的目標(biāo)市場 - 19 -
5.2 解決企業(yè)的資金不足的方法 - 19 -
5.3 提高企業(yè)高層的關(guān)注度 - 19 -
5.4 提高售后服務(wù)質(zhì)量 - 20 -
5.5 加大廣告媒體宣傳力度 - 20 -
5.6改進(jìn)客戶信息庫 - 20 -
第六章 結(jié)論 - 22 -
致 謝 - 23 -
參考文獻(xiàn) - 24 -
附錄A - 25 -


摘要 近些年來，隨著市場競爭的加劇，人們也越來越深刻的認(rèn)識到，市場競爭就是爭奪客戶的競爭，企業(yè)要實(shí)現(xiàn)盈利必須依賴客戶，想要在激烈的市場競爭中保持優(yōu)勢，保持長期穩(wěn)定的發(fā)展，就必須重視客戶關(guān)系。
本文分為六部分。第一章為緒論，主要介紹課題的研究背景和意義，研究方法和思路。第二章為電梯客戶關(guān)系管理理論概述，這是本文案例分析的理論基礎(chǔ)。第三章為南京溧水寧迅電梯客戶關(guān)系管理現(xiàn)狀分析，對本公司的客戶關(guān)系管理現(xiàn)狀進(jìn)行描述。第四章南京溧水寧迅電梯公司客戶關(guān)系管理調(diào)查分析，利用前述理論知識對實(shí)際案例進(jìn)行調(diào)查分析。第五章為南京溧水寧迅電梯公司客戶關(guān)系管理系統(tǒng)改進(jìn)建議，通過分析案例，發(fā)現(xiàn)所存在的問題，并提出改善建議。第六章為結(jié)論，總結(jié)本文所得出的結(jié)論。

關(guān)鍵詞 客戶關(guān)系管理 客戶忠誠度 客戶滿意度


Abstract
In recent years, as market competition intensifies, more people have come to a deep understanding of the market competition is the competition for the customer's competitive, companies must rely on customers to achieve profitability, you want to keep the advantage in the fierce market competition, maintain long-term stability development, we must focus on the customer relationship.
This paper is divided into six parts. The first chapter is the introduction, describes the background and significance of research topics, research methods and ideas. The second chapter is an overview of the elevator customer relationship management theory, which is the theoretical basis of this case study. The third chapter of the status quo rather fast elevator Nanjing Lishui analysis of customer relationship management, customer relationship management on the status of the Company will be described. Chapter IV Nanjing Lishui rather fast elevator company customer relationship management investigation and analysis, using the aforementioned theoretical knowledge to actual cases were investigated and analyzed. The fifth chapter is rather fast elevator company in Nanjing Lishui customer relationship management system to improve the proposal, by analyzing the case, find the problems and make recommendations for improvement. The sixth chapter is the conclusion, summarize the conclusions of this paper.

Key words customer relationship management customer satisfaction customer loyalty