深圳恒波商业连锁股份有限公司crm实施方案设计--论文探讨---毕业论文.doc

XXX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 专业 学号 指导教师 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。，专业人才，人才培养。Customer Relationship Management is designed to improve the relationship between businesses and customers, improve customer loyalty and satisfaction of the new management. Chain of retail competition among enterprises is the competition in customer resources, how competition 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 the company during the implementation of CRM programs should be aware of relevant issues, I hope that through this constant wave of the commercial chain of CRM System Co., Ltd. implementation of the program design and to improve the companys 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 ………………………………………………2 三、深圳恒波商业连锁股份有限公司实施CRM 的可行性分析 …………3 （一）恒波公司简介…………………………………………………………3 （二）恒波公司实施CRM方案的目标………………………………………3 （三）恒波公司的客户关系管理存在的问题及原因分析…………………3 （四）恒波公司CRM实施的关键问题………………………………………3 （五）…………………………………………………………3 四、恒波公司CRM实施方案设计………