毕业论文设计《基于客户价值的承德露露客户关系管理研究》.docVIP

PAGE 毕业论文中文摘要 基于客户价值的承德露露客户关系管理研究 摘要： 客户关系管理已经成为企业在日趋激烈的竞争环境下的必然战略选择。而客户价值管理则是客户关系管理的核心。因而，根据企业的情景，建立适合本企业的客户价值管理，用以支撑贯穿于企业各个管理环节的客户关系管理，对于企业成功实施有效的客户关系管理是至关重要的。 本论文通过客户关系管理基本知识的学习与介绍，以承德露露集团为研究对象，通过对承德露露集团现阶段深入调研，了解其评价指标体系，进而将客户进行定量化的分类，，为企业提供了一套客户价值分析以及客户管理的办法，对企业进行科学地客户关系管理有重要的理论和实践价值。并对其所在行业大的环境和背景和承德露露集团之前所面对的问题进行分析，指出了承德露露集团在发展中存在的问题及解决其客户管理问题的相应的方法，从而达到针对具有不同客户终身价值的客户群体相应地从客户关系发展策略和资源分配策略两个角度指明了相应的客户关系管理策略，帮助企业将有限的精力和资源投入到最有价值和发展潜力的客户身上其制定出适合其自身发展的客户关系管理方法具有较强的实用性、可行性，值得同行学习借鉴。 关键词 承德露露集团 客户关系管理 客户生命周期 客户价值 客户终身价值 毕业论文外文摘要 Title Hebei Chengde Lolo Co., Ltd. Customer Management Method Abstract Customer relationship management has become an inevitable strategic choice for enterprises in the increasingly fierce competitive environment. And customer value management is the core of customer relationship management. Thus, according to the scenarios, the establishment of customer value management for the enterprise, for the support throughout the various management aspects of the enterprise customer relationship management is critical for business success, the implementation of effective customer relationship management. Learning with the introduction of this thesis, basic knowledge of the customer relationship management to Chengde Lolo Group study, by Chengde Lolo Group at this stage in-depth research to understand the evaluation system, and thus quantitative classification, forprovide a set of customer value analysis and customer management approach, scientifically customer relationship management has important theoretical and practical value. And they faced before in the industry environment and the background and Chengde Lolo Group pointed out that the Chengde Lolo Group ，relationship strategy and resource allocation strategy specified in the customer relationship management strategy to help enterprises limited energy and resources into the most valuable and the development potential customers who work out for their own development, customer relationship