房地產(chǎn)經(jīng)紀(jì)公司的客戶關(guān)系管理研究.pdf

1、對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)碩士學(xué)位論文房地產(chǎn)經(jīng)紀(jì)公司的客戶關(guān)系管理研究姓名：崔金凌申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：工商管理（MBA）指導(dǎo)教師：蔣屏2003.3.1AbstractSincethe1990’stherealestateindustryofChinahasbeendeveloFedrapidlyandexperiencedthechangingfromthesellermarkettothebuyermarket，nowallintensiv

2、ecompetitiontimesiscomingAsanimportantpartoftherealestateindustrythecompetitionintherealestatebrokingisbecomemoreandmorestronglyTheessentialofthecompetitionisthecustomer；itmakesthecustomerrelationmanagement(CRM)becomeave

3、ryimportantissueThecapabilityofmanagementcustomeristllecorecompetencyoftherealestatebrokercompanynlisstudyisfocusedontheapplicationofCRMintherealestatebrokercompany；themethodofcaseanalysisandcomparisonhasbeenusedinthefol

4、lowchapterItwillbeavaluableguidelinesandreferencetotherealestatebrokercompanyinsuchanintensecompetitioneraInthefirstandsecondchapterofthisthesis，thepaperintroducestheconditionoftherealestatemarketfirstanddescribestheconc

5、eptandcharacterofbrcIkerandrealestatebrokerThecompetitionoftherealestatebrokercompanyis也ecustomerInthethirdchapterthetheoryandstrategyoftheservicemarketingandrelationmarketing，whichhavebeenusedintherealestatebrokerfielda

6、rebeendiscussedfirstThecustomersatisfactionandcustomercarefromthemarketingtheoryarealsothebasicmanagementtheoryofthecustomerrelationshipmanagement111econceptoftheCRMtermsfromthe1990’s，whenpeoplebegantealizethatthecostofk

7、eepingacustomerisjust20％ofthecostofdevelopinganewcustomertheybegantofocusonthestudyofcustomerrelationshipmanagementhlthelastpartofchapterthreetheconcept，coreideaandaim，implementscheme，applicationandapplicationresultofCRM

8、arebeenstudiedInchapterforth，wefoCBSonthecustomerrelationshipmanagementapplicationi11therealestatebrokercompanyTheexteriorfactorsuchastechnologycompetitionandcustomerandtheinteriorfactorsuchasproblemexistedinthecompanywh

9、ichneedtobesolvedandtheneedoffurtherdevelopingmaketheapplicationoftheCRMinthebrokercompanytobenecessityandimportanceAtierdiscussionthesignificantresuRtheapplicationc姐maketheleasebrokerisbeendiscusscdasanexample，thedesign

10、oftheCRMsystemisdiscussedaccordingtothecharacteroftheleasebrokercompanyandthecorecomponentoft11esystemthecustomerinformationdatabaseisbeendesignedconcretelyFinallytheproblemswhichmaybemeetintheapplicationarediSCUSSedandt

11、hemeasureforsolveandperfecttheapplicationarealsoprovidedIIlthelastchaptertheconclusioniselicited，anddeficienciesinthisstudyarealsobeenmentionedAslimitedbythecapitalandscalenowtheCRMsysternhasnotbeenusedintherealestatebro

12、kercompanv’butthefactoreg，hugeamountofcustomerinformation，one40onemarketingandcustomerperiodicitywillmaketheapplicationofCRMstaretherealestatebrokinginthefaceTheCRMwillbeappliedinthisfieldsoon，especiallyinthebigbrokercom