【作者】 杨旭；

【导师】 于惊涛；

【作者基本信息】 大连理工大学 ， 工商管理， 2012， 硕士

【摘要】 北京华胜天成科技股份有限公司(以下简称华胜天成公司),属于高新技术民营企业,旗下拥有两家上市公司,主营业务涵盖信息产品化服务、应用软件开发、系统集成及增值分销。如何适应日趋激烈的市场竞争；如何适应服务外包需求的多样化增长；如何开拓更广阔的市场；使华胜天成迎来更多的忠诚客户,提高企业的盈利能力和综合竞争力；与发包方发展成战略合作伙伴,实现共赢,是很多国内信息技术外包服务提供商所面对的共性问题。本文在系统研究服务外包理论以及我国服务外包业的市场结构、行业特点、经营模式的基础上,运用分析法对华胜天成的信息技术服务外包业务中客户关系管理进行了研究。首先,本文分析了我国信息技术服务外包业务的现状,同时重点考察分析了华胜天成信息技术服务外包业务的现状；随后,本文深入研究了华胜天成在信息技术服务外包业务中存在的主要问题；进而根据分析的结果,结合服务外包业务中客户关系管理的理论,依据理论指导实践的原则,指出华胜天成的信息技术服务外包业务应该建立独立的客户关系管理部门,统一规划各部门协调沟通策略,加强发包方对自身业务和产品的信任度和忠实度,运用关系契约方法,提高企业盈利能力和核心竞争力,为企业赢得更多忠实用户并与之建立合作伙伴关系,实现双方利益最大化。本文研究的内容对国内信息技术服务外包商在客户关系管理方面有一定的参考价值和借鉴意义。更多还原

【Abstract】 Beijing Teamsun Technology Co., Ltd.(called Teamsun for short below), a private hi-tech corporation, with two subsidiary companies listed in the stock market, mainly deals in IT service products, applied software development and systems integration and value-added distribution. How can Teamsun adapt itself to the ever more fierce market competition and the diversified demand for ITO.How can Teamsun open up an even broader market and have more loyal customers, increasing the corporation’s earning power and comprehensive competitiveness.How to develop into a win-win strategic partnership with contract-issuing parties.These problems are faced not only by Teamsun, but by many other outsourcing providers in China.This thesis studies Teamsun customer relationship management through analysis on the basis of systematical research on outsourcing theories and the market structure, business characteristics, operation models of ITO in China. First, this thesis analyzes the current situation of Chinese ITO, especially that of Teamsun; then, this thesis makes a further study on the main problems existing in Teamsun ITO, and based on the results of analysis, in connection with customer relationship management theories, and points out that Teamsun ITO should establish an independent department to manage its customer relationship, to plan on the whole the negotiation and communication strategies for different departments, thus reinforcing contract-issuing parties’degree of trust and loyalty in Teamsun, winning over more loyal customers and establishing with them co-operative partnership, and maximizing bilateral benefits.This research certainly has some reference values for domestic ITO providers to manage their customer relationship更多还原