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论文编号：	12171
作者编号：	2320180621
上传时间：	2020/12/14 15:59:18
中文题目：	BLS公司售后服务优化研究
英文题目：	Research on After Sales Service Optimization of Company BLS
指导老师：	牛芳
中文关键字：	售后服务；客户关系管理；客户满意度
英文关键字：	after-sales service; customer relationship management; customer satisfaction
中文摘要：	摘要 随着市场经济飞速发展，产品同质化日趋严重，客户需求多种多样，为了增加市场份额，售后服务的地位变得更为重要。为客户提供优质售后服务是维护客户良好关系的重要途径，能够弥补在产品方面的问题，塑造良好的企业形象，提升品牌价值，培养客户忠诚度，提高企业效益。 本文基于BLS公司售后服务现状，研究了许多中外文献、期刊，结合了售后服务相关理论，阐述了客户满意度、客户体验、客户关系管理与售后服务的联系。通过服务质量量表分析，发现BLS公司售后服务中存在制度不完善、流程复杂、职能不清等问题。 根据上述售后服务问题，结合客户关系管理理论，使用RFM模型、服务蓝图等理论模型，制定BLS公司售后服务优化方案。外部优化主要为收集统计客户行为，将客户群体细分，针对不同客户提供不同服务，提升客户体验。内部优化主要为优化客户管理系统、建立客户档案、提供人文关怀、完善服务制度流程等。从而为客户提供更加优质的售后服务，达到增加公司效益的效果。 通过本文研究，能够为BLS公司售后服务管理提供一些切实可行的建议，提升售后服务质量和效率，提高客户满意度，为维护良好客户关系建立基础，强化企业核心竞争力，同时也为其他企业和学者在售后服务方面提供了一定的参考。
英文摘要：	Abstract With the rapid development of the market economy, the homogeneity of products has become increasingly serious, and customer needs are diverse. In order to increase market share, the status of after-sales service has become more important. Providing customers with high-quality after-sales service is an important way to maintain good customer relationships. It can make up for product problems, shape a good corporate image, enhance brand value, cultivate customer loyalty, and improve corporate efficiency. Based on the status of after-sales service of Company BLS, this article has studied many Chinese and foreign literatures and periodicals, combined with the related theories of after-sales service, and elaborated on the relationship between customer satisfaction, customer experience, customer relationship management and after-sales service. Through the analysis of the scale of service quality, it was found that Company BLS’s after-sales service had problems such as imperfect system, complicated processes, and unclear functions. Based on the above-mentioned after-sales service issues, combined with the theory of customer relationship management, using theoretical models such as RFM model and service blueprint, company BLS’s after-sales service optimization plan was formulated. External optimization is mainly to collect statistical information about customer behavior, segment customer groups, provide different services to different customers, and improve customer experience. Internal optimization is mainly used to optimize the customer management system, establish customer documents, provide humanistic care and improve the service system process. Provide customers with better after-sales service to achieve the effect of increasing the company's benefits. Through the research of this article, we can provide some practical suggestions for after-sales service management of company BLS, improve the quality and efficiency of after-sales service, improve customer satisfaction, establish a foundation for maintaining good customer relations, strengthen the core competitiveness of the company, and also provide other companies and scholars have provided some reference in after-sales service.
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