大环物业客户关系管理研究

^论文编号:GS138  ^论文字数:32385,页数:44 附任务书,开题报告,文献综述

摘    要
 我国物业管理行业经过20多年的发展，取得了长足的进步和明显的业绩，但是存在的问题依然很多，如物业管理中物业管理公司与业主经常发生纠纷，客户满意度低，经营者之间的恶性竞争等等。客户关系管理可以帮助物业管理企业树立“以客户为中心”的经营战略，实现以客户服务为中心的转变；可以有效地培养客户的忠诚度，实现客户挽留和管理客户终身价值。
 本文通过对物业管理行业特点的分析和研究，运用客户关系管理相关理论对大环物业公司客户关系管理现状进行分析，找出影响公司客户服务水平的问题，为公司制定出合理的客户关系管理改进措施，以提高客户满意度，实现业主和使用者对公司的忠诚，提高公司的服务价值，并通过客户服务的口碑效应和扩散效应，使公司获得更长期的利润收益。希望本文的研究能为大环物业公司引入科学的管理方法和管理方向，从而提升公司的核心竞争力，实现企业的品牌化发展。
 
 关键词：物业公司；客户关系管理；对策研究

Study on the CRM of Dahuan Property management Co.Ltd
Abstract
 Property management industry in China after 20 years of development, made great progress and significant achievements, but there are still a lot of problems, such as property management property management companies and owners of frequent disputes, Low customer satisfaction, malign competition between fellow professionals and so on. Customer relationship management can help property management companies to establish the "customer-centric" business strategy in order to achieve customer service-centric transformation; can effectively cultivate customer loyalty and achieve customer retention and management of customer lifetime value.
 In this paper, the characteristics of the property management industry analysis and research, customer relationship management theories to the big ring the property status of the company customer relationship management analysis to identify affecting the level of customer service issues for the company to develop a reasonable customer relationship management to improve measures to improve customer satisfaction, the owners and users to achieve the company's loyalty and enhance the value of the company's services, and customer service through word of mouth effect and diffusion effect, the company for more long-term profit gains. I hope this study for a large part of property management companies to introduce scientific methods and management direction, so as to enhance the company's core competitiveness, the development of enterprise's brand.
 
 Keywords:  Property Management; CRM; Countermeasures
 
目    录
1 绪 论 1
1.1 研究背景及意义 1
1.2 研究内容及方法 2
2 客户关系管理理论综述 4
2.1 客户关系管理的概念及内涵 4
2.2 客户关系管理的要素 5
2.3 客户关系管理的目标 6
2.4 客户关系管理与企业竞争力 7
3 大环物业公司客户关系管理现状分析 10
3.1 大环物业公司概况 10
3.2 大环物业客户关系管理现状 13
3.3 大环物业客户关系管理存在问题分析 18
4 大环物业公司客户关系管理改进方案 21
4.1 确定客户关系管理的实施目标 21
4.2 全面管理客户资料 22
4.3 客户的分级管理 24
4.4 提高客户满意度 30
4.5 提高员工客户服务意识 31
结束语 37
参考文献 38
致    谢 39

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