企业客户管理的方法与策略

企业客户管理的方法与策略

摘要

在这个经济繁荣的时代，客户被看的越来越重要，几乎所有的企业都把“客户是上帝”作为它们的宗旨，甚至把客户当作企业发展的生命线，如何让客户为企业贡献高价值是各个企业提高竞争力的核心问题，因此企业开始重视客户管理的方法，不断改变企业客户关系管理策略，以在市场上占领一席之地。下面先将介绍客户管理的有关概念，然后以移动通讯企业为例，分析客户管理的现状，发现问题，最后提出企业客户管理的方法和策略。

关键词：客户关系管理 方法 策略

Abstract: in this era of economic prosperity, the customer is to see more and more important, almost all companies are the "customer is god" as their purpose, to the customer as the lifeline of the development of the enterprise, how to let the customer contribution to the high value for the enterprise is the enterprise improve the competitiveness of the core problem, so the enterprises begin to pay attention to customer management, the method of changing the enterprise customer relationship management strategy, in order to occupy a place in the market. The following will introduce customer management related concept first, and then in mobile communication enterprise, for example, analyzes the present situation of customer management, found the problem, finally put forward the methods and strategies of enterprise customer management.

Key words: customer relationship management (CRM); Methods; strategy

目录

一、客户关系管理概述 ................................................................................................................... 2

1. 客户关系管理的不同含义 .................................................................................................. 2

2. 客户关系管理的内涵 .......................................................................................................... 2

二、移动通讯企业客户管理的现状分析 ....................................................................................... 3

1. 客户管理现状 ...................................................................................................................... 3

2. 客户管理实际运行中存在的问题 ...................................................................................... 5

三、客户管理的策略 ....................................................................................................................... 6

1. 核心客户是关键 .................................................................................................................. 6

2. 极力完善客户营销体系 ...................................................................................................... 7

3.培养优秀的企业员工 ............................................................................................................ 8

4.进行服务满意管理 ................................................................................................................ 8

5.重视知识价值的提升 ............................................................................................................ 9

四、结论........................................................................................................................................... 9

参考文献......................................................................................................................................... 10

致谢 ................................................................................................................................................ 10