【作者】 杨博；

【导师】 盛光华；

【作者基本信息】 吉林大学 ， 工商管理硕士（专业学位）， 2018， 硕士

【摘要】 上个世纪80年代开始我国通信业步入了快速发展阶段,从最初的第一代通信系统开始,短短30多年的时间里,已经快速地与世界通信业接轨,形成目前2G/3G/4G融合组网的局面。我国“十三五”期间将加快推进通信网络技术的广泛运用,从网络速度、网络安全、接入方式全方位打造新一代的信息基础网络,形成人与人、人与物、物与物全互联的万物互联网络。华鸿通信设计院股份有限公司是一家通信网络技术服务提供商,为通信运营商企业提供专业的咨询、设计、勘察、施工、集成等服务。公司成立于1985年,经过三十余年的发展,华鸿通信在通信建设领域积累了大量的工程咨询、勘察、设计、施工、集成等服务经验,为中国通信设计行业知名企业。如今,通信设计行业已经逐渐饱和,在激烈的市场竞争环境下,华鸿通信在客户关系管理和维系等方面依然存在一定的问题,特别是企业信息平台搭建、客户关系维系、潜在客户开发及客户服务提升等方面。因此,本文对华鸿通信的客户关系现状进行了深入的研究,以国内外相关的理论及实践为基础,对如何提升客户满意度以及如何更好的进行客户关系管理展开描述,深入探寻华鸿通信客户关系管理现状,挖掘企业内部存在的具体问题,希望为优化华鸿通信客户关系体系、增强企业核心竞争力,提供可落到实处的建议及参考。本文主要包括以下四个方面:首先,本文阐述了此项研究的背景及意义、研究内容及方向、采用的文献与理论基础。其次,本文对华鸿通信的客户关系管理现状和问题展开分析,根据现状分析找出设计院客户关系管理中的弊端,详细分析了信息平台搭建、客户关系维系、潜在客户开发、客户服务提升等四个方面存在的问题。再次,本文提出了华鸿通信客户关系管理优化方案的原则,并针对企业现状存在的问题,重点围绕信息平台搭建、客户关系维系、潜在客户开发、客户服务提升等四个方面四个层面进行设计。最后,本文对华鸿通信客户关系管理体系的优化及改善提出了保障措施,主要从树立正确的客户服务理念、加强软硬件基础环境建设、持续加强设计院差异化服务和完善企业内部管理等四个方面进行改善,最终提升客户满意度。笔者致力于对华鸿通信客户关系的研究,更加全面和系统地剖析华鸿通信客户关系状况,为华鸿通信如何提升客户满意度、客户忠诚度、增强企业核心竞争力以及提高企业的盈利效益等方面提供切实可行的借鉴和帮助。更多还原

【Abstract】 The development of communication in China has entered the stage of rapid development since the 1980 s.Starting from the original first generation communication system,it has been rapidly connected with the development of the world telecommunication industry in just over 30 years,forming the current situation of 2G/3G/4G fusion network.The "13th five-year plan" of our country will speed up the widespread use of the communication network technology,create a new generation of information base network all the way from network speed,network security,and access way to form an interconnection network of all people,people and objects and all interconnects.Huahong Communication Design Institute Co.,Ltd.(Hereinafter referred to as "Hua Hong Communication")is a communication network technology service provider,providing professional consulting,design,survey,construction,integration and other services for telecommunication operator enterprises.Company was founded in 1985,after more than 30 years of development,Huahong Communications in the field of communication construction has accumulated a large number of engineering consulting,survey,design,construction,integration,service experience,communication design industry well-known enterprises in China.In today,that communication design industry has become gradually saturated,and in the harsh market competition environment,Huahong communication still has a certain problem in the management and maintenance of custom relation,especially the construction of the enterprise information platform,the maintenance of the customer relation,the development of the prospect and the raising of the customer service.Therefore,in this paper the current situation of customer relationship of Huahong communication studied,on the basis of domestic and foreign relevant theory and practice,on how to improve customer satisfaction and how to better describe the customer relationship management,customer relationship management status,further explore Huahong communication specific problems of the mining enterprise,hope to optimize the Huahong communication system of customer relationship,the enhancement enterprise core competitive power,to provide advice and reference.This article mainly includes the following four aspects:First of all,the research background and significance,literature review and theoretical basis of this paper are elaborated in detail.Secondly,the current situation and problems of customer relationship management of Huahong Communication are analyzed and the disadvantages of customer relationship management in design institute are found out according to the current situation.Thirdly,This paper proposes the principle of the optimization scheme of the customer relationship management,aiming at the existing problem of enterprise current situation,focusing on four aspects: information platform construction,customer relationship maintenance,innovation and excavate new customers and customer service quality improvement.Finally,it puts forward the safeguard measures to optimize and improve the customer relationship management of Huahong Communication.The author devoted to the study of Huahong communication customer relationship,more comprehensively and systematically analyze the Huahong communication customer relationship status,for Huahong communications how to improve customer satisfaction and loyalty,enhance enterprise core competitiveness and improve the efficiency of the enterprise’s profit and so on provides the feasible reference and help.更多还原