本科毕设论文--hyd公司客户关系管理策略研究.docVIP

毕 业 论 文 专 业____________工商管理 _____________ 题 目____HYD公司客户关系管理策略研究 HYD公司客户关系管理策略研究?如何掌握客户资源、赢得客户信任?如何分析客户需求及价值，并在此基础上制定出企业发展战略和市场策略，生产出满足客户需要的产品和服务，将是企业核心竞争力的关键所在。 本文主要浅略讨论课题的研究背景，意义和方法，客户关系的基本理论，初创中小型企业的特点及影响客户关系管理因素方面的问题，初创中小企业客户关系管理的实证分析和改善建议和结论。 关键词 中小型企业 企业管理咨询 影响因素 实证分析 改善对策  Abstract At present, Chinas small and medium-sized enterprise development has entered the customer, competition, and changes as the core in new economic times. In this era, the trend of product homogeneity is more and more obvious, and the focus of competition has also from product function, price competition to brand, service competition, eventually to customer resources race. Therefore, enterprises and how customers establish and maintain a long-term and good cooperation relationship? How to grasp the clients resources, to win customer trust? How to analyze customer needs and value, and on this basis to develop enterprise development strategy and marketing strategy to meet client needs, produce the products and services, will be the key enterprise core competitiveness. This paper mainly shallow slightly discussion topics research background, significance and method, the basic theory of customer relationships, startup of small and medium enterprises the characteristics and the influence factors of customer relationship management problems of the small and medium-sized enterprises, start-up customer relations management of empirical analysis and improvement suggestion and conclusion. Keywords： Small and medium-sized enterprise ；enterprise management consulting ；influence factors ；empirical analysis ；the improving measures 目录 摘要 -1- Abstract - 2 - 第1章 课题研背景的及意义 - 5 - 1.1 课题研究背景 - 5 - 1.2 课题研究意义 - 5 - 第2章 客户关系管理的基本理论 - 6 - 2.1 客户关系管理理论的兴起和在中国的发展 - 6 - 2.2客户关系管理理论的定义和内涵 - 7 - 2.3客户关系管理的内容 - 8 - 2.4 客户关系管理的分类 - 13 - 第3章 客户关系对中小企业的重要性 - 16 - 3.1 中小企业的概念 - 16 - 3.2 中小企业的特征 - 17 - 3.3 客户关系对中小型企业的重要影响 - 18 - 3.4 客户关系的重要功能 - 20 - 第4章 HYD公司的客户关系管理的案例分析 - 21 - 4