客户关系管理结课论文题目：百联E城客户关系管理论文姓名：学号：专业：班级：2014 年 00 月目录题目：百联E城客户关系管理论文 ................................................. - 1 -第一章百联E城简介........................................................ - 2 -1.1 百联E城公司简介 ................................................... - 9 -1.2 百联E城经营范围 ................................................... - 9 -1.3 百联E城电子商务 ................................................... - 9 -第二章电子商务运营中心管理机构及职责 ...................................... - 4 -2.1 管理机构及职责..................................................... - 9 -2.2 百联E城管理准则 ................................................... - 9 -第三章百联E城客户满意度管理 .............................................. - 9 -3.1 百联E城的客户满意度评价 ........................................... - 9 -3.2 百联E城售后服务与保障 ............................................. - 9 -第四章百联E城客户关系管理存在的问题 ..................................... - 12 -4.1 对百联E城缺乏认识 ................................................ - 17 -4.2 现有客户资源利用率低，客户信息分散 ................................ - 17 -4.3 缺乏为消费者专门建立的网络社区，沟通不到位 ........................ - 18 -4.4 商品配送环节薄弱导致客户满意度低 .................................. - 18 -第五章百联E城客户关系管理解决措施 ....................................... - 14 -5.1 树立全员“以顾客为中心”的管理理念 ................................ - 17 -5.2 建立利于沟通的网络社区 ............................................ - 17 -5.3 整合资源.......................................................... - 18 -5.4 正确处理顾客抱怨 .................................................. - 18 -第六章百联E城的网上支付方式 ............................................. - 16 -6.1 OK支付付款........................................................ - 17 -6.2 信用卡付款........................................................ - 17 -6.3 银行卡付款........................................................ - 18 -6.4 安付宝余额付款.................................................... - 18 -6.5 消费卡付款........................................................ - 18 -6.6 现金付款---货到付款 ............................................... - 19 -6.7 无现金购物........................................................ - 20 -第七章内容总结........................................................... - 21 -7.1 客户管理.......................................................... - 17 -7.2 销售团队管理...................................................... - 17 -7.3 流程管理.......................................................... - 18 -7.4 沟通管理.......................................................... - 18 -7.5 执行力管理........................................................ - 18 -参考文献.................................................................. - 21 -百联E城客户关系管理论文摘要：对于一个生产企业而言如何发挥销售的作用是至关重要的，如果企业生产的产品卖不出去，那么这个企业也就无法生存了。

而在企业的销售管理中最重要的是客户，没有了客户，销售也就无从谈起，因此，如何充分利用和发挥客户管理的作用也显得尤为重要。

一个企业要想得到发展。

就必须得采取合理的发展战略，这个战略既要符合企业自身的要求，也要符合社会的发展趋势，一个落伍的战略是永远不会有发展前景的。

因此企业首先要转变旧的观念，变“客户是上帝”为“客户是朋友”，与客户建立良好的合作关系。

其次要实施大客户营销战略，将客户、员工、社会连接成为一个整体，转变传统的客户管理观念，从客户关系管理到客户资产管理，将不同类型的客户看作企业的资产，对客户价值不断优化，实现大客户的价值最大化，发挥80／20原则的作用，即让20％的客户创造出8O％的利益，使企业有一个良好的客户群体作为后盾，为企业的长期发展奠定良好的基础。

关键词：客户关系、电子商务、CRMPick to: for a manufacturing enterprise how to play the role of sales is very important, if the products do not sell, then the enterprise will not survive. And sales management in the enterprise is the most important thing in the customer, no customer, sales also is impossible, therefore, how to make full use of and play the role of the customer management also is particularly important. To get an enterprise development. Would have to take reasonable development strategy, this strategy should not only meet the requirements of the enterprise itself also to conform to the trend of the development of society, a strategy is never outdated development prospects. So enterprises should first change the old ideas, change the \"customer is god\" for \"the customer is a friend,\" with customers to establish good relations of cooperation. Second to implement the strategy of big customer marketing, connect the customers, employees, society as a whole, changing the traditional customer management idea, from the customer relationship management (CRM) to the customer asset management, different types of customers as the assets of the enterprise, to optimize customer value, realize the maximization of the value of big clients, play to the role of the 80/20 rule, namely to 8 o % 20% of customers to create the interests, make the enterprise have a good client base as a backing, for the long-term development of enterprises laid a good foundation.第一章百联E城简介1.1 百联E城公司简介百联E城是由百联电子商务有限公司(以下简称百联电商)投资建设和运营管理的电子商务平台。