摘要在如今的互联网时代，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。通过对“滴滴出行”客户管理现状进行分析后发现，其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不够有效快捷、缺乏有效的评估及监督机制等主要问题。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”提升运营效率和经济效益。关键词：“滴滴出行” 客户关系管理 优化论文类型：应用研究AbstractIn todayundefineds Internet era, customers become the most valuable resources of enterprises, at the same time, the dependence of enterprises on customers is increasing. The focus of competition among enterprises is gradually transformed into customers in this environment, who owns customers, who owns the market. Therefore, customer relationship management is becoming more and more important in this big era. However, due to the development of DiDi in the process of customer relationship management problems, led to a number of malignant events. Taking DiDi as the research object, based on the service marketing theory, customer relationship management theory and other basic theories, this paper analyzes the current situation of "DiDi" customer management relationship. Through the analysis of the current situation of "DiDi" customer management, it is found that there is a lack of understanding of customer relationship management, no corresponding professional management organization, and the communication between the company and customers is not effective and efficient. The lack...
