工商企业管理 基于员工忠诚的顾客忠诚管理策略 +文献翻译.docVIP

编 号： 审定成绩： 重庆邮电大学 毕业设计（论文） 设计（论文）题目： 单 位（系别） ： 学 生 姓 名 ： 专 业 ： 班 级 ： 学 号 ： 指 导 教 师 ： 答辩组负责人 ： 填表时间：年月 重庆邮电大学教务处制 摘 要 在当今商业社会中，无论什么行业，客户关系管理（吸引、开发并留住客户）是最为重要的议题。特别是随着科技的发展客户的期望几乎每天都在改变，企业必须竭尽全力了解并满足客户的日新月异的需要企业面临的客户不仅仅是外部客户，还包括企业的内部客户——员工。客户忠诚度的培育需要企业有高质量的产品，良好的企业形象以及科学健全的客户管理制度，而这些具体的操作事务需要企业全体员工殚精竭虑，更要求他们面对客户要有高度的使命感与责任感，员工所做出服务努力的程度与客户的忠诚度之间存在正相关关系，员工的尽力与其对企业的是否忠诚密切相关，因此，要提高客户的忠诚度首先要从员工的忠诚度入手，培育员工对企业的忠诚【关键词】 ABSTRACT In todays business world, no matter what industry, customer relationship management attract, develop and retain customers is the most important issue. Especially with the development of science and technology, customer expectations in almost every day to change, the enterprise must strain every nerve to understand and meet customer needs change rapidly. In the present enterprises, enterprises are facing the customer is not only the external customers, including internal customers -- employee. Customer loyalty cultivation needs the enterprises with high quality products, good corporate image and sound scientific customer management system, and the specific operation business to enterprises of all employees rack ones brains, more demanding of them face the customer must have a high sense of mission and responsibility, the staff made service effort degree and customer loyalty between positive correlation between employees and the enterprise, to the loyalty of closely related, therefore, to improve customer loyalty should first start from the loyalty of employees, cultivating the staffs loyalty to enterprise. This article focuses on employee loyalty of customer loyalty, to explore the interests of enterprises, and strive to find the most suitable for employee loyalty of customer loyalty management strategy, grasp the employee and customer relations, the needs of enterprises to maximize the benefits. 【Key words】Cultivate 目 录 前 言………………………………………………………………………………………………第一章 ………………………………………………………………………3 第章 …………………………………………………………………6 1、………