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论文编号：	13593
作者编号：	2320200494
上传时间：	2022/12/4 21:58:29
中文题目：	SR空间设计公司客户关系管理研究
英文题目：	Research on Customers Relationship Management of Space Design of SR Company
指导老师：	任星耀
中文关键字：	空间设计公司；客户关系管理；客户忠诚度
英文关键字：	spatial design；customer relationship management；customer loyalty
中文摘要：	伴随着宏观经济发展，以国家政策为导向的城市化进程不断深入、基础设施逐步完善，各行业对空间设计的应用与需求逐渐呈多元化态势，空间设计行业市场持续扩张。近年来，受房地产行业整体市场萎缩的影响，作为房地产行业下游供应商的SR空间设计公司面临着前所未有的生存压力，如何破局、实现发展是公司目前急需攻克的难题。纵观公司过往的发展战略方向，主要以产品为导向，而对客户市场缺乏重视，这也导致了公司在客户关系管理上存在诸多问题，例如客户开发能力差、缺乏有效的客户分级管理、部分客户的忠诚度有待提高以及对客户流失管理机制的缺失等。因此，公司需要就如何通过加强自身客户关系管理改善公司现状，为提升市场份额与营业利润提出切实可行的策略。 本文以SR空间设计公司为研究对象，以客户关系管理理论框架为基础，分析了我国空间设计行业发展概况和未来发展趋势。其次对客户的需求与竞争对手进行了分析，并运用SWOT分析法，分析了公司存在的优劣势及面临的机会与挑战，同时阐述了公司在客户关系管理层面存在的关键问题。本文认为SR空间设计公司应借助行业市场的发展态势，把握时机并加速解决公司客户关系管理存在的问题，扩大客户规模与市场份额。为加强公司系统化实施客户关系管理工作的推进，且能够形成闭环式管理保障，分别从精准开发客户、强化客户关系维护、提升客户忠诚度以及完善客户流失管理机制四个维度开展实施策略，同时通过建立组织与制度保障、人力资源保障及异业联盟保障三个方面提供支持。本文的研究成果，不仅有助于实现SR空间设计公司的未来发展战略，提升客户规模和客户关系深度，扩大市场份额，同时对空间设计行业的未来发展也具有良好的借鉴和参考意义。
英文摘要：	Along with the macroeconomic development, the urbanization process oriented by national policies and the gradual improvement of infrastructure, the application and demand for space design in various industries are gradually diversified, and the market of space design industry continues to expand. In recent years, SR Spatial Design, as a downstream supplier in the real estate industry, has been facing unprecedented pressure for survival due to the overall market contraction in the real estate industry. Looking at the company's past development strategy, it is mainly product-oriented and lacks attention to the customer market, which has led to many problems in customer relationship management, such as poor customer development capability, lack of effective customer hierarchy management, low customer loyalty and lack of customer churn management mechanism. Therefore, the company needs to propose practical strategies on how to improve the company's current situation by strengthening its own customer relationship management, and thus increase its market share and operating profit. This thesis takes SR Space Design as the case, and analyzes the development overview and future development trend of China's space design industry, and takes the theoretical framework of customer relationship management. Secondly, the author analyzes the needs of customers and competitors, and uses SWOT analysis to analyze the strengths and weaknesses of the company and the opportunities and threats it faces, and also explains the key problems in customer relationship management. This thesis suggest that SR Spatial Design should take advantage of the development of the industry market to seize the opportunity and accelerate the resolution of the company's customer relationship management problems and expand its customer scale and market share. In order to strengthen the systematic implementation of customer relationship management and to form a closed-loop management guarantee, the implementation strategy is carried out in four dimensions: precise customer development, strengthening customer relationship maintenance, enhancing customer loyalty and establishing customer churn management mechanism, and supported by three aspects: organization and system guarantee, human resources guarantee and cross-industry alliance synergy guarantee. The research results of this thesis not only help to realize the future development strategy of SR space design company, enhance the scale of customers and the depth of customer relationship, and expand the market share, but also have good reference significance for the future development of space design industry.
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