工商管理专业 “滴滴出行”客户关系管理方案优化研究

中文题目： “ 滴滴出行” 客户关系管理方案优化研究 英文题目： Study on the Optimization of "Di Di" customer relationship Management Scheme 摘要如今随着移动互联网时代的到来，大量适应时代需求的新技术不断涌现出来，并创新发展了企业发展的商业模式，使信息传播手段、客户需求与行为、企业与客户之间的关系都产生了极大的变化。客户成为企业最宝贵的资源，同时企业对客户的依赖性不断增强。各企业间争夺的焦点在这个大环境下逐渐转变为客户，谁拥有客户，谁就拥有了市场。所以客户关系管理在这个大时代中也愈发显得重要。但是由于“滴滴出行”在发展过程中客户关系管理方面出现了问题，导致了数起恶性事件的发生。以“滴滴出行”为研究对象，基于服务营销理论、客户关系管理理论等基本理论对“滴滴出行”的客户管理关系现状进行分析。通过“滴滴出行”客户管理现状及客户满意度调查发现，存在对客户关系管理的认识缺乏、没有与之对应的专业管理机构、公司与客户之间的沟通方式不够灵活、缺乏有效的评估及监督机制等主要问题；主观原因，客观原因。通过对“滴滴出行”的现状以及存在问题的剖析，完善客户关系管理模式，使“滴滴出行”提升客户满意度，提升运营效率和经济效益。关键词：“滴滴出行” 客户关系管理 模式优化论文类型：应用研究AbstractNowadays, with the advent of the era of mobile Internet, a large number of new technologies adapted to the needs of The Times keep emerging, and innovative development of the business model of enterprise development, so that the means of information dissemination, customer demand and behavior, the relationship between enterprises and customers have produced great changes. Customers become the most valuable resource for enterprises, and the dependence of enterprises on customers is constantly increasing. In this environment, the focus of competition among enterprises gradually turns to customers, and whoever has customers has the market. Therefore, customer relationship management is becoming more and more important in this big era. However, due to the problems in customer rel...