基于CRM理论的售后服务的研究分析.docVIP

内 容 摘 要 本人在基于如下的背景下完成本文:售后服务在大多数的公司。越来越明显的是，售后服务是一个重要的收入来源客户满意度，支持和忠诚。在海外市场，售后服务利润的比例可能高达百分之七十。制造企业的目的是出售他们的，同时他们尽量保持良好的客户关系，提供高质量的售后服务。这是因为，这种服务一直是重要的市场和销售行业，他们在变得日益重要。ABSTRACT I am in the context of the following based on the completion of this article:The after-sales operation was previously viewed as a back-end operation at most companies. It has become increasingly more apparent that after-sales are an important revenue generator and a key contributor to customer satisfaction, support, and loyalty. In overseas markets, the proportion of profit in after-sale service may reach as high as 70 percent.Manufacturing corporations aim to sell their goods while they try to keep a sound customer relationship by providing high quality after-sales service. This is because while such services have always been important in marketing and sales industries, they are currently gaining importance in the manufacturing industry as well. This article discusses the basic idea of CRM，and has a description of the basic meaning, development history, background, market, etc for CRM. Discusses the perfect after-sales service is an important means for the protection of CRM to improve the quality of after-sales service is to improve market share. Achieves the collation and correlation analysis of Hangzhou office of IBMs sales records of several large customers.Completes the call of x services to organize and chart analysis,at the end,made some of my own insights KEYWORDS：Customer Relationship Management,After-sales service,Data Analysis 目 录 第一章 引言 6 第一节 选题的意义 6 第二节 研究分析的方法与内容 7 第二章 客户关系管理的内涵及要点 8 第一节CRM的概念综述 8 第二节 客户的价值分类与应用策略 9 第三节 客户关系管理的内涵 12 第三章 售后服务的目标与意义 14 第一节 强化售后服务是市场发展的需求 14 第二节 售后服务的重要性 16 第三节 CRM与售后的关系 19 第四章 售后服务实例 20 第一节 杭州GTS部门背景 20 第二节 杭州GTS中售后工程师的客户管理 21 第三节 售后服务的工作流程 23 第四节 数据的收集 25 第五节 派单的分析 26 第六节 售后感想 28 第五章 总结 30 参考文献 31 致 　谢 32 第一章 引言 第一节 选题的意义 如果用客户关系管理的售前数据可用来推动销售，但是售后数据从某种意义上来说才是真正的关键。只有将两者相结合才能将他们彼此的价值发挥到最大。 CRM应用已经革新了企业的销售流程。销售代表在CRM中整理了联系人与其它相关数据。透过这些售前