联系我们

论文查询结果	返回搜索

论文编号：	6955
作者编号：	2120122950
上传时间：	2014/12/8 21:41:20
中文题目：	西门子（中国）有限公司工业集团客户关系管理研究
英文题目：	Study on the customer relationship management in Siemens Limited China Industry Group
指导老师：	张永强
中文关键字：	工控产品；西门子公司；客户关系管理；授权集成商制度；内部合作机制
英文关键字：	Industrial control products；Siemens；CRM；Authorization SI；Internal cooperation
中文摘要：	对于工业产品制造商而言，除了领先的技术，完善的客户关系管理策略是维持核心竞争力的重要手段。企业在建立CRM系统时，一方面要从技术角度考虑最适合企业发展的工具选择；另一方面也是更重要的是根据实际业务状况不断完善客户关系管理中的策略和思路，制定完善的流程体系。CRM的核心是以客户满意度为核心的合作管理思想，而解决合作中的冲突问题是困扰跨国工业企业的主要问题，这种冲突包含渠道间的冲突，项目合作间的冲突以及内部资源协调间的冲突，这些问题解决不好不但会降低企业的效率，同时也会使企业同客户之间的关系出现问题，成为企业未来发展的障碍。该文结合了西门子公司的客户关系管理中的问题对于工业产品厂商的客户关系管理进行了深入研究。 文章以中国工控产品市场的历史和现状为研究背景，以西门子公司在中国的工业集团的客户关系管理渠道管理模式和客户关系管理中的问题为研究对象，以完善客户关系管理中各种冲突和风险控制问题为研究重点。 文章运用了客户关系管理的理论、客户知识管理的理论等，从工控产品的历史及未来发展方向，以及西门子客户关系管理的现状出发，运用SWOT分析、案例研究方法，详细研究了以西门子工业集团为例的客户关系中的实际操作中会遇到的问题、冲突、矛盾和风险，通过找到问题存在的关键点，依据相关学说和实际工作经验提出完善西门子公司客户关系管理的方法和实施流程，并提出了相关风险的控制问题和控制方法。希望通过完善相关管理方法和流程，优化西门子公司的业务结构，促进其业务的增长，同时为国内外工业产品制造商在CRM的建设中提供借鉴。
英文摘要：	For industrial control products manufacturers, in addition to leading technology, perfect CKM strategy is an important means of maintaining core competitiveness. Enterprises in establishing CRM system, first of all, to think in terms of technical tool to select the most suitable for enterprise development； On the other hand is more important is according to actual business conditions to improve CRM strategy and train of thought, make the perfect process system. The core of CRM is based on customer satisfaction as the core of cooperation management ideas, and solve the conflict problems in cooperation is the main problem of the multinational operation of industrial, such conflicts contains channels, the conflict between conflict between project cooperation, coordinate the conflict between internal resources, to solve these problems is bad not only reduces the efficiency of the enterprise, at the same time also can make the relationship between the enterprise with the customer problems, become an obstacle to the enterprise future development. This paper combines the Siemens company have problems in CRM for industrial control products manufacturer of CRM were studied. Based on the history and status quo of China's industrial control products market as the research background, with Siemens in China's industrial control products of CRM in the channel management and CRM have problem as the research object, to improve the CRM in all kinds of conflict and risk control problem as the research focus. Article is from the history and future development direction of industrial control products, as well as the present situation of the Siemens CRM, SWOT analysis and case study method, detailed studies the Siemens industrial control products, for example customer relationship problems encountered in the actual operation, conflicts, contradictions and risk, by finding the key problems and on the basis of relevant theories and practical experience Suggestions to consummate the Siemens method of CRM and implementation process, and puts forward some relevant risk control and control methods. Hope that through perfecting related management methods and processes optimize the structure of Siemens Company’s business, promote the growth of its business, at the same time for the domestic and foreign manufacturers of industrial products in the construction of CRM for reference.
查看全文：	预览  下载(下载需要进行登录)