企业客户关系管理CRM论文+经理职责+发展历程+客户测评表
本文介绍了客户关系管理的概念及背景与国内外研究状况,分析了广州烟草专局在处理客户关系中所存在的问题，提出了实施客户关系管理的重要性,认为广州烟草专局实施客户关系管理方法及路径选择应从以下几方面入手：树立客户的观念、提高个性化服务、开展客户满意度管理、提升客户经理的服务质量、建立完善的客户信息数据库、完善客户服务系统以及开展服务创新。关键词：客户关系, 服务, 烟草Abstract The relationship of the customer can define in brief for: the process that can make a profit with the customer through obtains, keep and increases. a set of forerunner's management thought and the technique means first, it passes to carry on the human resource, the business process and professional technique availably to be integrated, and involved to each realm of the customer or the consumer to provide a perfect integration for the business enterprise, making the need that the business enterprise cans be lower cost and satisfies customer more high-efficiently. 本文来自辣.文;论-文-网
The customers relationship management to bring into China from 1999.But currently, our country tobacco industrial business enterprise hasn't yet succeeded to carry out the case example that customer manages, but the customer's relation management will no doubt that has it’s careful science and huge performance. The key to its successful, in addition to having an opposite of more mature market environment, and the implement of the before the event, at the event, after the event that might have a set of methodology of science to guide.
This text introduced customer management related to its concept and background with the domestic and international research condition, analyzing tobacco in Guangzhou bureau the problem existed in the processing of dealing customers relationship. Also put forward the importance to how to implement customers relationship management, think about tobacco in Guangzhou bureau that carry out what are the methods among customers management and path choice should be following several aspects: Set up the customer's idea, raise characteristic service, executive the exhibition service, build up an customer satisfaction management and the service system of the customers’ information database, improve customers and promote customers’ service towards the quality of managers’.Key words: customers relationship, service, tobacco毕业论文http://www.751com.cn
目 录
1 绪论.1
1.1 题目背景及目的1
1.2 国内外研究状况2
1.3 题目研究方法2
1.4 论文构成及研究内容3
2 广州烟草专局与客户关系的现状.4
2.1 广州烟草专局规模和现状4
2.1.1 广州烟草专局的概况.4
2.1.2 广州烟草专局销售范畴.5
2.1.3 烟草专局的行业特性.5
2.2 广州烟草专局客户服务部主要职责5
2.2.1 客户关系管理.5
2.2.2 卷烟市场文护.6
2.2.3 卷烟品牌培育.8
2.3 广州烟草专局与客户关系现状分析8
2.3.1 客户关系管理的概述.8
2.3.2 烟草专局与客户关系的现状.9
3 广州烟草专局在处理客户关系中的问题.10
3.1 体制的危机10
3.2 客户定位不明确 .10
3.3 客户分类标准不明确 .11
3.4 企业与部门的绩效考核体制欠完善12
3.5 终端客户文系基础不牢固 .12
3.6 客户经理对客户关系管理缺乏重视 .13
4 广州烟草专局处理客户关系存在问题的原因.14
4.1 “入世”带来的冲击14
4.2 烟草体制现有体制与网络设施欠匹配14
4.3 零售终端新业态迅猛发展15
4.4 国家对烟草行业的重新规范15
5 广州烟草专局实施客户关系管理的重要意义.16
5.1 有效地与客户互动16
5.2 通过业务智能化的分析提升客户价值16
5.3 优化市场价值链条16
5.4 展示烟草形象的重要标志17
5.5 有效提高烟草专卖局运作效率及降低成本17
6 广州烟草专局实施客户关系管理的对策.18
6.1 树立客户至上的观念18
6.2 提高个性化服务18
6.2.1 系统的客户档案.18
6.2.2 科学的客户分类.19
6.2.3 准确定位客户.21
6.3.4 增值的客户服务.21
6.3 加强终端服务22
6.4 提升客户经理的服务质量22
6.5 开展客户满意度管理25
6.6 建立完善的客户信息数据库26
6.7 完善客户服务系统27
6.8 开展服务创新28
结论.29
参考文献.30
致谢.31
附录.1586
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