石家庄门杰医药公司客户关系管理存在问题附对策课题论文.docVIP

摘 要 客户是企业的一项重要资源。如何满足不同价值客户的个性化需求，提高客户忠诚度和保有率，实现客户价值持续贡献，从而全面提升企业盈利能力是现代企业提高竞争力的不断追求。市场在不同时代的不同需求，使得企业的市场战略正从“以产品为中心”向“以客户为中心”转变。客户关系管理（CRM）其核心是以客户为中心，进而从一定的管理中提高客户满意度，改善客户关系，从而提高企业的竞争力。客户关系管理的目标是产生高度顾客资产，即所有与公司有关的客户端终身价值。 石家庄门杰医药开发有限公司在在客户管理管理过程中出现了医院、医生信息分散；医药代表日常活动困难；对竞争对手缺乏了解以及各大区推广不统一、不规范等问题，通过对这些问题的分析及研究提出了一些解决措施，以优化门杰医药公司的客户关系管理系统，增加客户满意度，提高企业的未来竞争力。 关键词: 客户关系管理；门杰医药；医药代表；客户维护与管理 Abstract The customer is an important resource of enterprises. How to meet the needs of different customers personalized needs, enhance customer loyalty and retention, achieve sustainable contribution of customer value, thereby improving the profitability of the enterprise is a modern enterprises to improve the competitiveness of the constant pursuit of. In different time and different needs of the market, make the enterprise marketing strategy from product-centric to customer-centric change. Customer Relationship Management ( CRM ) and its core is to take the customer as the center, then from the management to improve customer satisfaction, improve customer relationships, thereby enhancing the competitiveness of enterprises. Customer relationship management goal is to produce highly customer assets, i.e. all connected with the companys client lifelong value. Shijiazhuang Menjie Pharmaceutical Development Company Limited in the customer management has appeared in the process of hospital, physician information scattered; pharmaceutical representative daily activities difficult for competitors; lack of understanding and the large area promotion is not uniform, the problem such as the standard, through the analysis of these problems and puts forward some measures to solve the study, in order to optimize Menjie Medicines Co customer relationship management system, improve customer satisfaction, enhance enterprise competitiveness in the future. Key words: customer relationship management; Menjie medicine; pharmaceutical representatives; maintenance and customer management 石家庄门杰医药开发有限公司