工商管理毕业设计（论文）-基于客户生命周期的客户关系管理策略

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1、2011届本科毕业设计（论文）题目：（中文）基于客户生命周期的客户关系管理策略（英文）Basedonthecustomerinthelifecycleofcustomerrelationshipmanagementstrategy学院商学院专业工商管理行政班级07管（1）学号姓　名指导教师职称完成日期2011-4-20诚信承诺我谨在此承诺：本人所写的毕业论文《基于客户生命周期的客户关系管理策略》均系本人独立完成，没有抄袭行为，凡涉及其他作者的观点和材料，均作了注释，若有不实，后果由本人承担。承诺人（签名）：2011年4月20日10基于客户生命周期的客户关系管理策略目录摘要：随着客

2、户关系时代的到来，传统的单纯依靠产品的方式已经不能给企业带来持久的竞争优势，客户关系成为越来越重要的一项战略资源。虽然很多企业已经开始重视客户关系管理的研究与应用，但他们往往限于静态的考虑，本文从客户生命周期的角度出发，来动态的针对客户各个阶段的特征采取合适的策略关键词：客户关系；客户生命周期；客户价值；客户管理策略Abstract：Withtheeraofcustomerrelationship，thetraditionalwayofrelyingsolelyontheproducttotheenterprisehasnotsustainedcompetitiveadvanta

3、ge，customerrelationshiphasbecomeanincreasinglyimportantstrategicresource.Althoughmanyenterpriseshavebeguntocustomerrelationsmanagementofresearchandapplication,buttheyoftenlimitedtostaticconsideration,thisarticlefromtheAngleofcustomerlifecycle,todynamiccharacteristicsofeachstageforcustomerstak

4、eappropriatestrategyKeywords：customerrelationship;customerlifecycle;customervalue;customermanagementstrategy1绪论·································································11.1研究背景·························································11.2问题的提出···········································

5、············11.3国内外研究现状···················································11.3.1国外研究现状·················································11.3.2国内研究现状·················································21.4研究方法和技术路线············10···································32客户关系管理的基本理论······················

6、·························32.1客户关系管理的概念和内涵··········································32.2客户关系管理的内容和原则··········································42.2.1客户关系管理的内容············································42.2.2客户关系管理的原则············································43客户关系生命周期························

7、·····························43.1客户关系生命周期概述··············································43.2客户关系生命周期阶段的划分·········································54不同的客户生命周期阶段的客户管理策略·························65经营意见············································