联系我们

论文查询结果	返回搜索

论文编号：	7779
作者编号：	2120132532
上传时间：	2015/12/5 20:26:54
中文题目：	基于客户价值的WTJ公司客户关系管理改善研究
英文题目：	Based on The Customer Value of WTJ Company CRM Research
指导老师：	马连福
中文关键字：	客户关系管理;客户价值;WTJ公司
英文关键字：	Customer Relationship Management;Customer Value;WTJ Copmany
中文摘要：	随着全球排放区域（ECA）的排放规则等多条控制船舶排放的规则相继实施，全球航运业掀起了绿色环保的热潮，船舶新能源越来越被关注。随着国家对节能减排的政策导向和资金扶持，国内传统的船用柴油机、车用柴油机等制造企业都开始大力发展各种应用的气体发动机。气体发动机特别是车用发动机市场有了跨越式的发展，气体发动机控制系统市场的竞争也越来越激烈。作为发动机控制系统供应商的WTJ公司不仅面临着市场对发动机控制系统新出现的各种需求，同时还面对国内外现有及正在出现的的各种竞争对手，WTJ公司今后如何继续在开发新的价值客户以及更好的维护现有的关键客户，如何比竞争者更好地满足客户价值的需求，如何保持并加强天然气发动机整机控制系统领域领导者的地位成了急需解决的的问题。 本文首先基于对现有与所研究课题相关文献的回顾，分析了客户价值、客户关系管理等相关理论的研究现状，明确了本文中所使用的客户价值的定义及基于客户价值的客户关系管理的主要特征。然后通过对WTJ公司所在行业的竞争环境和目前所采取的竞争战略进行了分析，指出了目前WTJ公司客户关系管理现状中所存在的问题。最后，本文在对WTJ公司的价值链、客户及客户价值进行分析的基础上，分别从WTJ公司如何提升其产品价值策略以及如何改善目前所使用的客户关系管理系统两个方面进行了探索，并对这些改善的实施在企业文化、组织架构及评价指标和激励体系等保障方面给出了建议。
英文摘要：	Along with the global emission region (ECA) of the discharge rules and other rules of control ship emissions have been implemented, the global shipping industry has set off a wave of green environment, the new energy ship is increasingly concerned about. With the national energy saving and emission reduction policy guidance and financial support from Chinese government, the domestic traditional marine diesel engines, diesel engines and other manufacturing companies have begun to develop a variety of applications of gas engine. Gas engine, especially the vehicle engine market with a leap forward development, gas engine control system market competition is becoming increasingly fierce. As the engine control system supplier WTJ company is not only faced with the new engine control system supplier competitors, but also in the face of domestic and international existing and emerging competitors, WTJ company in the future, how to continue to develop new value customers and better maintain the existing key customers, how to keep the market leader in the field of natural gas engine control system has become an urgent problem. Firstly, based on the review of the existing literature, this paper analyzes the relationship between customer value, customer relationship management and other related theories. Then through the analysis of the competitive environment of WTJ company in the industry and the present competitive strategy, it points out the existing problems in the present situation of customer relationship management of WTJ company. Finally, based on the analysis of the value chain, customer and customer value of WTJ company, this paper explores how to improve the product value strategy and how to improve the customer relationship management system in two aspects, and gives some suggestions on how to improve the implementation of these improvements in corporate culture, organizational structure and evaluation KPI and incentive system and so on.
查看全文：	预览  下载(下载需要进行登录)