1普通本科毕业论文题目：中小型企业客户关系管理实施策略探讨——以江西金顶管业有限公司为例学生姓名学号专业届别指导教师职称2摘要客户关系管理是通过运用信息技术和互联网技术管理客户信息，为顾客制定相对个人化的产品和服务，与顾客建立其长期稳定、互相信任的经营策略。目的在于帮助企业缩减销售成本、增加收入，这一点对我国大量资金紧缺、收益效果低下中小型企业而言可以说是充满诱惑力的。然而，事实上国内中小型企业却对引入客户关系管理并不热衷。本文根据自身的实习所见所闻，探究我国现阶段中小型企业在CRM引入上存在的困扰，并以江西金顶管业有限公司为例分析其在引入CRM方面的成功经验，提出从成本控制、风险控制、过程控制三方面的实施策略，希望能为广大的中小企业的发展有所帮助。【关键词】客户关系管理中小企业可行性策略信息技术成本控制江西财经大学普通本科毕业论文3ABSTRACTCustomerrelationshipmanagement(CRM)meansthroughtheuseofinformationtechnologyandInternettechnologytomanagecustomerinformation,formulatingrelativepersonalizedproductsandservicesforcustomers,andcustomerstoestablishlong-termstableandmutualtrustbusinessstrategy.Purposeistohelpenterprisesreducethecostofsalesandincreasetheirincome.duetotheshortageofalotofmoneyandthelowincomeeffectinsmallandmediumenterprises,thiscanbesaidtobefulloftemptation.Infactthedomesticsmallandmedium-sizedenterprises,however,wasn'ttookeenaboutintroductionofcustomerrelationshipmanagement(CRM).Sawandheardinthispaper,basedontheirpractice,Iexploreourcountry’ssmallandmedium-sizedenterprisesatpresentstageandtaketheCRMintroductionofJindingindustryofJiangxiprovinceasanexampletoanalyzeitssuccessfulexperience.theintroductionofCRMisaccordingtothecostcontrol,riskcontrolandprocesscontroltoimplementofthestrategies,Whichwillbehelpfulforthedevelopmentofsmallandmedium-sizedenterprises.【keyword】Customerrelationshipmanagement(CRM)Smallandmedium-sizedenterprises(SMES)FeasibilityofthestrategyControlInformationtechnologyCost江西财经大学普通本科毕业论文4目录1前言..............................................11.1选题的背景与意义.........................................11.2文献综述.................................................22CRM相关概念.......................................52.1CRM的基本概念............................................52.2CRM管理系统的构成.......................................53我国中小型企业的界定与特点.........................73.1中小型企业的界定.........................................73.2中小型企业的特点.........................................74我国中小型企业客户关系管理现状与困扰...............85中小型企业实施客户关系管理方案和供应商选择........105.1CRM选型标准.............................................105.2国内外主流CRM供应商分析................................105.2.1百会ZOHOCRM.........................................105.2.2Oracle(甲骨文).....................................115.2.3SAP.................................................115.2.4DynamicsCRM........................................115.2.5金蝶................................................115.2.6用友................................................115.2.7八百客..............................................116江西金顶管业有限公司案列分析......................136.1企业概况................................................136.2企业引入CRM策略调整....................................136.2.1企业原有客户关系管理问题............................136.2.2企业战略实施改进....................................147引入CRM策略实...
