面向供應(yīng)鏈協(xié)同的客戶關(guān)系管理的研究.pdf

1、對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)碩士學(xué)位論文面向供應(yīng)鏈協(xié)同的客戶關(guān)系管理的研究姓名：王駿申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：國(guó)際貿(mào)易指導(dǎo)教師：王強(qiáng)200504013概念需求鏈表達(dá)了企業(yè)對(duì)客戶需求的強(qiáng)烈關(guān)注顯示了從客戶的需求提出開(kāi)始到客戶的需求得到滿足為止貫穿整個(gè)需求鏈的所有商業(yè)活動(dòng)AbstractAlongwiththeeconomicglobalisationdramaticdevelopmentofinfmationtechnologytheenterpris

2、esenjoynomecompetitionadvantagesrevealedfrompreviousproductqualityservicethustheenterprisespaymemeattentiontothecustomerresourcecontentionthecustomervaluediggingwhichbringthevitaladvantagesffuturemarketcompetition.Asthet

3、raditionaloperationmethodofpushedsupplychainwhichresultsinwhipeffectmainlybasedonproductproductionwiththeresultthattheproductionquantityrunstoofarawayfromdemscouldhardlysatisfytheswiftchangesofcustomerdem.Asthetheyofcust

4、omerrelationshipmanagementCRMrunsdeeperitgraduallyturnstheoperationmethodofpulledsupplychaindrivenbyenduseritbringssupplychaincollabationmanagementwithoperationcollabationinfmationsharestableefficientsupplydemrelationshi

5、p.Meanwhilethecollabationmanagementefficientoperationofsupplychainspeeduptheinfmationinterchangeofthewholesupplychainprovidetailmadeserviceimprovetheserviceaccdingtodemsoastoagainenhancebettertherelationshipbetweenenterp

6、risecustomer.CRMisamanagementideawhichputsenterprisecustomerincludingenduserdistributpartnerasthemostimptantenterpriseresource.Itsatisfiesthecustomerdembyallroundcustomerserviceindepthcustomeranalysistoguaranteethecustom

7、erlifelongvaluerealization.Itpayscloseattentiontocustomerlifecycletakescustomerloyaltybuildingastheultimatepurposeofenterprisecustomerrelationshipmanagementstrategy.FcustomerclassificationbasedonCRMthepaperproposestheide

8、athatthepartneronsupplychainshouldalsobeclassifiedascustomersaccdingtothecontributionofmaximvalueofendusertakesthesalechannelpartnerasthefocustodiscussCRM.FromthecontactmanagementofCRMthechannelpartneristhebridgebetweenm

9、anufacturerenduser.Asthechannelpartnerhascustomerresourceinitsspecificareaitcouldprovidebestservicefthecustomersinthisareasoitsdemfeatureshouldbecaredbymanufacturer.Therelationshipbetweenmanufacturerchannelpartnerisnoton

10、lyacontractrelationshipbutalsoacustomerrelationshipwhichisanenrichmentinnovationfCRMthey.InCRMtheevaluationofcustomerserviceisacomplexsystemengineer.Thispaperintroducessevenkeyindexesi.e.7Rsofcustomerserviceevaluationien