【作者】 李斌；

【导师】 潘东华；

【作者基本信息】 大连理工大学 ， 工商管理， 2010， 硕士

【摘要】 当今的企业管理中,大客户服务管理己经成为企业的核心战略之一,大客户资源成为一个企业至关重要的“外部资产”。在市场由“产品导向”向“用户导向”进而向“服务导向”的迈进过程中,企业通过为大客户提供满意的客户服务,不断改进大客户关系管理,进而增强企业的核心竞争力。如何针对大客户的特点,提供差异化服务,完善并优化大客户服务管理体系成为一个重要的课题。本文通过对CS公司现有的大客户服务管理体系的评估,针对当前大客户服务管理体系中存在的问题进行分析。在研究过程中,重点对CS公司内部组织结构、CS公司典型大客户的组织结构、CS公司的大客户服务管理体系以及影响大客户服务的要素进行深入的探索,并通过SWOT分析模型对CS公司展开分析,进而对大客户服务整体的内部优势、劣势和外部机会、威胁进行评判,从中选取最佳策略,制定对大客户服务管理体系进行有效优化的解决方案。在大客户服务要素的分析中,还根据成熟度沟通模型和客户服务成熟度模型对大客户的差异化服务内涵进行了研究,并根据《Foresight 2020调查报告》对影响大客户的服务要素进行了初步探讨。、将客户关系管理理论、大客户服务管理知识与CS公司的业务实践相结合,对大客户服务管理体系进行研究,改进现有的大客户服务管理体系模式,分别从组织结构优化、服务内容优化、服务质量控制、大客户期望值控制以及服务流程优化等方面制定大客户服务管理的应对优化措施,并通过创建虚拟团队、组织结构和职责定义的调整以及大客户服务项目化管理等手段,对大客户服务管理做探索性尝试,最终获得大客户服务管理水平的整体提升。更多还原

【Abstract】 In the current corporate management, service management for large customers has become one of company’s core strategy. During the process of market transition, from "production oriented" to "user oriented" and thus to "service oriented", enterprises enhance the core competitiveness through providing key customers with satisfactory service and improvement of bilateral relationship.How to provide individualized services according to the characteristics of high-end customers, how to improve customers service management system have become an important issue.Based on assessment of CS Company’s existing large customer service management system, this article analyzes the problems existed in current large customer service management system. Mostly focuses on the deep analysis of the organizational structure of CS,organizational structure of the typical large customers of CS,CS company’s largest customer service management system, and the elements which impacting the service of great customers.Additionally, through SWOT analysis module to analyze CS Company, hence judge the internal strengths, weakness,external opportunities and threats of the large customer service as a whole, and then finds out the solution which can effectively optimize the large customer service management system.In the analysis of the factors for large customer service, and studies of the individual service for large customers according to the service maturity model of communication and customer information technology management maturity model, this essay launched preliminary analysis on the elements of great customer service according to "Foresight 2020 report".Through these customer relationship management theory, integration of customer service management theory and business practice, study of service management system for large customers and improvement of the existing large customer service management system model. A solution could be made after organizational structure optimization, service content optimization, service quality control, large customer expectations control, and service process optimization, improving program for big customer service management. And through the creation of virtual teams, the adjustment of organizational structure and definition of duties, program management of large customer, and other means,do exploration attempts about large customer service management, and ultimately, achieved the best practice about large customer service management.更多还原