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论文编号：	11293
作者编号：	2320170289
上传时间：	2019/12/11 14:21:50
中文题目：	N企业客户关系管理问题诊断及解决对策研究
英文题目：	The Research on Diagnosis and Solution of Customer Relationship Management in N Enterprises
指导老师：	杨坤
中文关键字：	IT服务外包企业；客户关系；问题诊断；解决对策
英文关键字：	IT Service Outsourcing Enterprise; Customer Relationship Management; Problem Diagnosis; Countermeasure Research
中文摘要：	随着信息全球化的快速发展，全球IT服务外包市场增长迅速，市场上的竞争也是越来越激烈，有很多国际公司都把IT外包作为促进紧急快速发展的原动力，随着竞争不断加剧，企业竞争焦点也发生了变化，并由市场份额转移到客户份额，IT服务外包公司更加注重客户关系的管理和保持，强调重视客户价值、重视客户服务质量和对满足客户预期做出高度承诺。 本文在回顾客户价值和客户关系管理的理论基础上，对IT服务外包N企业的客户关系管理进行深入的研究，依据文献分析法，数据分析法，详细分析了N公司收到的客户满意度问卷反馈信息，得出该企业在客户关系管理方面的现状，从这些客户的反馈中，提炼出客户关系管理中存在的问题，即客户价值分析缺失，服务级别管理（SLA)作用不足，流程执行的效果差异，还有流程审计和监控不足。之后在精益服务和精益管理的理论基础上，针对发现的问题提出改进策略，包括公司IT外包服务能力的精益化提高，以及识别客户价值、维持当前客户并挖掘新客户，从而对N公司的客户分层管理，到全面发展，进一步增强该公司在市场中的竞争力。 本文研究不仅对N公司客户关系精益化管理工作提出建议，同时也为其他IT外包服务公司在以客户为中心展开的服务工作提供一定的借鉴意义。
英文摘要：	With the rapid development of information globalization, the competition in the market is becoming more and more fierce. Many international companies starts to take IT outsourcing as the driving force to achieve faster development. With the intensification of competition, enterprises turn their focus of competition from market share to customer share. Outsourcing companies pay more attention to customer relationship management and maintenance, emphasizing customer value, ensuring customer service quality and high commitment to meet customer expectations. On the basis of reviewing the theory of customer value and customer relationship management, this paper makes an in-depth study on customer relationship management of IT service outsourcing N enterprises. Based on literature analysis and data analysis, from the feedback of these customers, the problems existing in customer relationship management were extracted, namely, lack of customer value analysis, insufficient role of service level management (SLA), difference in effect of process execution, and insufficient process audit and monitoring. Then based on the theory of lean service and lean management, the paper puts forward lean improvement strategies to solve the problems found, including the improvement of the company's IT outsourcing service quality, the identification of customer value, the maintenance of current customers and the tapping of new customers, so as to manage the N company's customers in different layers, to achieve comprehensive development, and further enhance the company's IT outsourcing service capability. All these will ensure the company's competitiveness in the market. This study not only provides suggestions for the lean management of customer relationship in N company, but also provides some reference for other IT outsourcing service companies to provide customer-centered services.
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