【作者】 沈红；

【导师】 刘馨；

【作者基本信息】 四川大学 ， 工商管理， 2005， 硕士

【摘要】 伴随着经济全球化,产品的丰富与多样化,极大地满足了消费者和客户的众多方面的需求,同时,消费者和客户的消费需求也悄然发生了改变,已从简单的产品质量、价格方面逐步转向产品质量与支持服务上。信息技术(IT)的发展推动了全球经济的高速发展与企业服务模式的改变,各个公司、企业对IT及IT支持服务提出了更高的要求与挑战。设计和利用有效的IT支持服务是提高现代企业核心竞争力的重要途径和方法。 本论文首先简要介绍了国内外IT服务的行业背景,并对A公司IT支持服务模式进行了研究;其次,运用客户关系管理理论,阐述了企业应以客户为导向,如何努力提升客户价值,提高客户满意度和忠诚度,最终实现企业商业价值的最大化。作为实证分析,以A公司改进前及改进后的IT支持服务的整体模式作为研究对象,利用客户关系管理理论,介绍了A公司IT支持服务的客户分类、服务特点、服务分类、服务销售、服务实施模式及管理方法等,本文进一步提出IT企业应设计以客户需求为导向的整体IT支持服务模式,包括支持服务产品的设计到支持服务的实施,重视客户的需求和客户体验,不断地创新,不断地改进并且有效地执行,有利于提高企业服务管理质量,提高客户满意度与忠诚度,最终提高企业服务收入和服务利润,以保持企业的持久竞争优势。 通过分析研究,本文最后提出了A公司IT支持服务目前面临的挑战,即如何理顺服务销售渠道和保持服务质量与服务成本之间的平衡,并提出了解决问题的思路。A公司的IT支持服务模式对国内IT企业具有借鉴性。更多还原

【Abstract】 With the economic globalization, the abundance and the diversification of the products meet the various requirements of the customers. Simultaneity, the requirement of the customers is changing from the quality and the price of the products to the quality of the products and the support service. The development of Information Technology (IT) drives the high-speed progress of global economy and the change of the enterprise service model. Each of the enterprises has more requirements to IT and IT support service. The design and the utilization of the high efficient IT support service are key method to improve the core capacity of competition of the modern enterprises.Firstly, the dissertation introduces the overseas and domestic industry background of IT services and researches the IT support service model of Company A. Secondly, with the theories of Customer relationships management, explains that the enterprises must be customer-oriented and dedicate to promote the customer value, customer satisfaction and customer loyalty. As a result, the enterprises could achieve the maximal business value. As the theories demonstration analysis, the dissertation focus on the previous and the improved IT support service model of Company A and introduces the detailed information of IT support service, including customer classification, service classification, service sales channel, service delivery and the related management method. In succession, puts forward that IT enterprises should establish the total customer-oriented IT support service model, including support service product design and service delivery etc. IT enterprise should regard the customer requirement and customerexperience, innovate and improve continuously and implement efficiently. Thus, could benefit to improve service management quality, customer satisfaction and customer loyalty and improve the service revenue and margin ultimately and keep the advantage of competition.Finally, based on the research analysis, the dissertation discusses the current challenges to IT support service of Company A, namely how to smooth the service sales channel and maintain the balance between service quality and service cost. In the end, produces the thought on the solution. The practice of IT support service model of Company A could provide some reference to the establishment of the support service model in domestic IT enterprise.更多还原