中小企业客户关系管理研究(附调查问卷)

中小企业客户关系管理研究(附调查问卷)(任务书,开题报告,论文22000字)- m# j: y$ E& a0 Z$ g
摘要5 I$ I. t: I' L* z7 H
客户关系管理是通过管理客户信息资源，向客户提供满意的产品和服务，从而与客户建立起长期、稳定、互相信任、互惠互利的密切关系的动态过程和经营理念。近年来随着经济全球化和互联网技术的迅速发展，客户关系管理得到了很大程度的发展。国内许多中小型企业为了提高服务质量和生产效率，也正开始使用客户关系管理系统。本文侧重于对中小企业客户关系管里实施现状的研究，对其发展中所遇见的问题提供相应的解决方案，从而促进客户关系管理理论和系统在中小企业的发展。3 K/ |# j: H1 ^+ u
本文在以往对客户关系管理理论研究及实施影响因素研究的基础上，设计出调查问卷，对全国不同地区的中小企业进行抽样调查，从而分析我国中小企业客户关系管理当前实施的状况并总结问题，最终针对这些问题提出相应的解决方案。
( p' x& }7 S# L6 e  `( o1 p1 [/ Q最后本文为中小企业CRM发展中遇到的问题提出了相应的解决方案，本论文的研究希望能促进客户关系管理系统在中小企业中得到广泛使用，从而促进我国中小企业在激烈的竞争中稳健发展。1 }' \' l6 d: ?0 \
关键词：中小企业   客户关系管理   发展状况   解决方案
" G- E* t: ^' E+ g3 |The research of Small and medium-sized enterprise customer relationship management   H! ]- w0 [" D( k3 K4 b. @3 h, o
ABSTRACT% c2 E4 L! Y4 X+ [& H$ u- N
Customer relationship management (CRM) is through the management of customer information resources, to provide satisfactory products and services, and with customers to establish long-term, stable, mutual trust, reciprocity and mutual benefit, the close relationship between the dynamic process and the management idea.In recent years, along with the economic globalization and the rapid development of Internet technology, CRM has been greatly developed.This paper focuses on the study of small and medium-sized small enterprises to implement status, so as to promote customer relationship management theory and system in the development of small and medium-sized enterprises.
+ t' Y5 c8 }- E. SThis article focuses on the application of CRM in small and medium enterprises in the found problems and provides the corresponding solutions, so as to promote CRM theory and system in the development of small and medium-sized enterprises. Based on the previous research on CRM theory and implementation based on the study of the influence factors, design the questionnaire, sampling survey in different regions of the country's small and medium-sized enterprises, thus the analysis of the current implementation of our country small and medium-sized enterprise CRM and summarizes the problems, finally find out the solutions to solve these problems.