联系我们

论文查询结果	返回搜索

论文编号：	4963
作者编号：	2220091818
上传时间：	2013/2/25 9:15:21
中文题目：	天马公司客户忠诚度评估体系的研究
英文题目：	Tianma Companies Study on Evaluation System of Customer Loyalty
指导老师：	马连福
中文关键字：	大客户战略 客户忠诚度 评估体系
英文关键字：	Customer strategy ;Customer loyalty ;Evaluation system
中文摘要：	作为一种先进的显示方式，LCD正处于高速成长阶段，CSTN- LCD和TFT- LCD已经抢占了无源产品（TN、STN）的中高端市场，成为主流产品，尤其是TFT-LCD市场需求旺盛，其产业规模正在快速增长，成为现在乃至今后相当长的时间内平板显示的主流产品。天马公司是我国最大的LCD显示器及模组的专业制造商，自1983年成立以来，也一直专注于这个领域的经营和管理，到目前发展成本行业各品种产品制造能力最全，规模最大的企业，这不仅是有赖于实时紧跟市场需要，并不断调整自身的商业模式，来不断适应市场的变化和需要，更重要的是公司始终致力于将客户导向的经营理念贯穿于运营活动的各个环节，如何提高客户服务水平，如何对客户进行个性化的服务，使得客户的满意度不断得到提升，从而帮助公司不断做大做强。 目前，随着公司规模的不断扩大，根据天马公司资源状况和发展现状，有能力也有必要同大客户尤其是国际大客户进行合作，并提出天马公司的大客户战略：面对大客户、服务大客户。但如何满足这些大客户的要求，进一步提升大客户满意度的同时，大客户忠诚度的培养和提升，成为当前公司迫切需要研究和解决的重要课题。本文运用客户忠诚度的基本理论和方法，深入分析了天马公司目前客户满意度及忠诚度的现状，建立了适合天马公司特点的客户忠诚度评估体系和相关评价方法，并完成2011年度的客户忠诚度评估，为今后持续提升公司客户忠诚度提供可实施的借鉴方法和评估平台。
英文摘要：	As a state-of-the-art display, the LCD is in a stage of rapid growth, CSTN-LCD and TFT-LCD has to seize the the passive product (TN, STN) in the high-end market, and become a mainstream product, especially in the TFT-LCD market demand, the size of the industry is growing rapidly, and quite a long time in the future within the mainstream of the flat panel display products. Pegasus Company is China's largest LCD display module professional manufacturer, since its inception in 1983, has been focused on the operation and management of this area, the most complete development cost industry manufacturing capacity of all varieties, the largest enterprise this not only depends on the real-time keep up with the needs of the market, and continue to adjust its business model to continue to adapt to the changes and needs of the market, it is more important that the company has always been committed to how to improve the level of customer service, how customers personalized services, customer satisfaction continues to be raised to help the company continue to become bigger and stronger. With the continuous expansion of the size of the company, according to the the Tianma resource status and development status, have the ability and necessary cooperation with large customers, especially international customers, and put forward a the Tianma large customer strategy: the face of large customers, service customers. But how to meet the requirements of these customers, and further enhance customer satisfaction., Training and upgrading of customer loyalty, the company urgently need to study and solve important issues. In this paper, the basic theory and methods of customer loyalty, in-depth analysis of the Tianma customer satisfaction and loyalty to the status quo, for Tianma characteristics evaluation system and evaluation method of customer loyalty, and the completion of the 2011 annual Customer Loyalty assessment provides implementation reference and evaluation platform for the future continued to enhance the company's customer loyalty.
查看全文：	预览  下载(下载需要进行登录)