a分销企业的客户关系管理分析

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1、题，并确定企业在后续的客户关系战略中进一步实现客户价值的目标和方向。关键词：客户关系管理，客户识别，客户差异化，A分销企业英文摘要RESEARCHoNCUSToMERRELATIONSHIPMANAGEMENToFADISTRIBUTIONENTERPIUSEABSTRACTUndertheconditionofmarketeconomy,marketmainbodycompetitiongraduallychangefromthepurequalityofgoods，commoditybrandcompetitiontothecomp

2、etitionofchannelandcustomerinformationresource．Customersarethebasicandmostcrucialelementsofchannelsconstitution，whocangraspthecustomerresources，isequivalenttomasterthechannelresources，alsoformedtheirinitialplaceintheindustry,whichhasamorefavorablepositioninthemarket．So，t

3、hefocusofbusinessliesincustomers．Atpresent，however,thereareaconsiderablenumberofenterprisesforhowtounderstandthecustomersdeeply，graspthecustomerresourceandmeettheirneeds，howtodividethecustomerlevel，improvetherelationshipbetweenenterprisesandcustomers，lackofcorrespondings

4、olutionsandmeasures．Customerrelationshipmanagementcameintobeingunderthissituation．Thisarticle，firstly,bringforwardtheinvestigationbackgroundandimportanceofthetopic，researchcontentsandmethods，followedbycombingthedomesticandforeignliteraturesaboutcustomerrelationshipmanage

5、ment，andthentakeAenterpriseasanexample，introducesthe北京化工大学专业硕士学位论文background，organizationstructureandAenterpriseindustrystatus，andanalysestheseriousproblemsofAenterprisesarefacing，andthroughtheformofquestionnairesurvey,accordingtothefeedbackinaenterpriseatalllevelsofsale

6、sandmanagementpersonnel，acustomerrelationshipmanagementpresentsituationandrealityangledataanalysis，thusinfertheurgencyofcustomerrelationshipmanagement．Finally,basedonpresentsituationofAenterprise’Scustomerrelationshipmanagementandproposedcorrespondingtoimprovecustomerrel

7、ationshipmanagementsystem，customeridentificationanddifferentialcustomerspecificmeasuresastheeffectiveimprovementscheme，forsolvingAenterprise’Sproblemsandinthefollow—upofcustomerrelationshipstrategy,furtherestablishthecustomervalueasthefutureaimanddirection．Keywords：Custo

8、merrelationshipmanagement，Customeridentification，Customerdifferentiation，AdistributionenterprisesV目录第一章