基于cvds的烟草行业客户价值提升策略研究大学论文.docVIP

毕业论文（） 论文题目： 系部名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 2010年月日摘 要 随着我国烟草行业的竞争日趋激烈，零售商对烟草产品的附加服务也越来越看重，因此烟草行业的客户价值提升也越来越引起重视。CVDS方法是一个重要的调查客户满意度的方法，对了解客户满意情况有重要作用。因此利用CVDS的方法去增加客户满意度从而提升客户价值有重要意义。 本文从客户价值的概念出发，结合烟草行业的特点，首先介绍了CVDS这样客户满意度调查方法，着重分析了如何利用CVDS的方法去了解客户满意度的情况，从而提升客户价值，阐述影响我国烟草行业客户满意度的因素，进一步分析了影响因素所派生出的实际问题，并且通过分析给出了如何去解决问题从而提升客户价值的方法。 通过本文的研究表明：我国烟草市场有着巨大的市场潜力。利用CVDS研究法，去了解客户满意度，提升客户价值，从而对我国烟草行业更好的发展有重要促进意义，有助于提升烟草零售商的忠诚度、提升竞争力。 关键词： The study on the strategy of improving customer value in tobacoo industry based on CVDS theory Abstract As Chinas tobacco industry is becoming more competitive, retailers of tobacco products, more and more value added services, thus enhancing the value of the tobacco industry customers are increasingly drawing attention.CVDS is an important customer satisfaction survey methods for understanding customer satisfaction plays an important role.Therefore the use CVDS approach to increase customer satisfaction and thus enhance the customer value is important. In this paper, the concept of customer value, combined with the characteristics of Chinas tobacco industry, first introduced so that the customer Manyi Surveys CVDS distribution, analyzed the Ruheliyong CVDS of methods to understand customer satisfaction, and thereby enhance customer value, Ying Xiang of China set tobacco industry customer satisfaction factors, further analysis of factors affecting the practical problems derived, and the analysis shows how to solve the problem so as to enhance customer value approach. Through this research show that: the tobacco market in China has great market potential. Using CVDS study, to understand customer satisfaction, increase customer value, thus the development of Chinas tobacco industry is important to promote a better sense, help to improve the tobacco retailer loyalty, enhance competitiveness. Keywords： CVDS Customer satisfaction Customer Value 目 录 1 引 言 1 1.1 选题背景 1 1.2 研究目的和意义 1 1.2.1 研究目