资源描述：
《基于crm理论的售后服务研究分析》由会员上传分享，免费在线阅读，更多相关内容在工程资料-天天文库。
1、内容摘要本人在基于如下的背景下完成本文:售后服务业务在大多数的公司曾被视为后端运作。越来越明显的是，售后服务已经是一个重要的收入来源以及对客户的满意度，支持和忠诚度关键贡献。在海外市场，售后服务利润的比例可能高达百分之七十。制造型企业的目的是出售他们的产品，同时他们尽量保持良好的客户关系，提供高质量的售后服务。这是因为，这种服务一直是重要的在市场和销售行业中，他们在制造业中更是变得日益重要。本文论述了客户关系管理的基本思想，对它的基本含义、发展史、背景、市场等方面作了一个概述。论述了完善的售后服务是保障CRM的
2、重要手段，提高售后服务质量就是提高市场占有率。对IBM杭州OFFICE的几个大型客户销售纪录进行整理和分析，对Xsevices的派单进行整理与图表分析，最后提出自己的一些感悟。关键词：客户关系管理,售后服务,数据分析5.1-9,,services,andmakethecitymoreattractive,strengtheningpublictransportinvestment,establishedasthebackboneoftheurbanrailtransitmulti-level,multi-fun
3、ctionalpublictransportsystem,thusprotectingtheregionalpositionandachieve中国最大的论文知识平台www.lwxiezuo.comABSTRACTIaminthecontextofthefollowingbasedonthecompletionofthisarticle:Theafter-salesoperationwaspreviouslyviewedasaback-endoperationatmostcompanies.Ithasbecom
4、eincreasinglymoreapparentthatafter-salesareanimportantrevenuegeneratorandakeycontributortocustomersatisfaction,support,andloyalty.Inoverseasmarkets,theproportionofprofitinafter-saleservicemayreachashighas70percent.Manufacturingcorporationsaimtoselltheirgoods
5、whiletheytrytokeepasoundcustomerrelationshipbyprovidinghighqualityafter-salesservice.Thisisbecausewhilesuchserviceshavealwaysbeenimportantinmarketingandsalesindustries,theyarecurrentlygainingimportanceinthemanufacturingindustryaswell.Thisarticlediscussestheb
6、asicideaofCRM，andhasadescriptionofthebasicmeaning,developmenthistory,background,market,etcforCRM.Discussestheperfectafter-salesserviceisanimportantmeansfortheprotectionofCRMtoimprovethequalityofafter-salesserviceistoimprovemarketshare.Achievesthecollationand
7、correlationanalysisofHangzhouofficeofIBM'ssalesrecordsofseverallargecustomers.Completesthecallofxservicestoorganizeandchartanalysis,attheend,madesomeofmyowninsightsKEYWORDS：CustomerRelationshipManagement,After-salesservice,DataAnalysis5.1-9,,services,andmake
8、thecitymoreattractive,strengtheningpublictransportinvestment,establishedasthebackboneoftheurbanrailtransitmulti-level,multi-functionalpublictransportsystem,thusprotectingtheregionalpositionandac
