成都神钢售后服务体系中CRM现状及改进对策.pdfVIP

MBA学位论文 作者：刘萍 成都神钢售后服务体系CRM现状及改进对策 Abstract Withthemarket fromseller’Smarketto market changes buyer’S gradually,thedevelopment ofdifferentkindsofmodem and of manufacturingmanagementimprovementmanufacturing thedifferences between our is awareofthe technology tiny,andenterprise productions ofindividuationofour isthe importance customers．SoCRaM most factorforthe important between competitionenterprises． CRMclassifiesourcustomers theinformationand and individual byusing technologyby raiseOurcustomercontentmentandthusourfaithfulness．Sothat communication,we constantly toan wecanmeetthecustomerneed extremewhile themutualbenefitin makingprofit．Andget the end．what’S evaluationcriterionis the more，customer enhancing，from justcomparingprice tothe of and to the characteristics propertiesprice，fromjustcomparingquantity attaching tomer-saleservice． importance Underthecircumstancesof and almost is producttechnologyquality same，alter-sales becamean factorwhichaffectcustomersatisfaction becamethe important degree，meanwhile link the ofCRM．With ofKOBELCOconstructionafter-sales key analysis Chengdu equipment service andCRMcurrent draw todealwith author some system situation，the up strategies it， detailsas of service senseservices afier-sales follows：nurturingstronger among team．improving customerfile andcustomer customer management complainshandlingprogramme，settingup satisfactionevaluation howto thesatisfactionof degree system，strategyimproving degreekey accountsetc． words：KOBELCOConstruction Customer Key Chengdu Equipment ServiceCustomerSatisfaction RelationshipManagementAfte．r-sales Degree Il 原创性声明 本人郑重声明：本人所呈交的学位论文，是在导师的指导下独 立进行研究所取得的成果。学位论文中凡引用他人已经发表或未发 表的成果、数据、观点等，均已明确注明出处。除文中已经注明引 用的内容外，不包含任何其他个人或集体已经发表或撰写过的科研 成果。对本文的研究成果做出重要贡献的个人和集体，均已在文中 以明确方式标明。 本声明的法律责任由本人承担。 论文作者签名： 塞9 洼 日 期： 2Q!Q玺垒旦2墨目 关于学位论文使用授权的声明 本人在导师指导下所完成的论文及相关的职务作品，知识产权 归属兰州大学。本人完全了解兰州大学有关保存、使用学位论文的 规定，同意学校保存或向国家有关部门或机构送交论文的纸质版和 电子版，允许论文被查阅和借阅；本人授权兰州大学可以将本学位 论文的全部或部分内容编入有关数据库进行检索，可以采用任何复