客户关系管理毕业范文论文详解.doc

毕 业 论 文 学生姓名： 杨晓丽 学 号： 系 部： 经济管理系 专业年级： 旅游管理（饭店管理）2006级 题 目： 餐饮企业客户关系管理方法探讨 ——以长沙新长福餐饮管理酒店为例 指导教师： 袁金明 副教授 评阅教师： 袁金明 副教授 2010年04月11日中 文 摘 要 随着市场体系的日益完善，我们已经进入了一个买卖方市场时代。日益激烈的市场竞争已使越来越多的企业认识到客户的价值。如何不断改善客户关系，掌据更多的客户信息，提高客户满意度：“赢得客户，保留客户”己成为许多企业的经营宗旨。而如何实现这一目标，则是人们更为关注的话题。为了获取更多的竞争优势，先进的企业将关注的重点由提高内部效率转向注重外部客户，想方设法建立并保持与客户的良好关系。在这种环境下，客户关系管理(Customer Relationship Management，以下简称CRM)也就应运而生了。本文通过实地调查法和访谈法对新长福国贸店客户管理现状进行分析,研究了新长福现行的管理模式，记录客户资料的方式和方法以及其和客户交流沟通的方式。分析了新长福餐饮企业在客户关系管理上的现状及不足，通过对国际国内酒店客户关系管理分析，认识到新长福酒店应提高客户关系管理。 关键字 旅游管理 客户关系管理 调查分析 新长福餐饮管理集团 外 文 摘 要 Title Hotel customer relations processing Abstract As the market system of increasingly sophisticated, we have entered an era of trading market. The increasingly intense market competition has more and more companies realize the value of the customer. How to continually improve customer relationships, the Palm has been more customer information, improve customer satisfaction: to win customers, retain customers, has become many management principle. But how to achieve this goal, it is more concerned about the topic. In order to get more competitive, advanced enterprise is focused on improving internal efficiency to pay attention to the external customer, in his attempts to establish and maintain good relations with customers. In this environment, customer relationship management (Customer Relationship Management (CRM), the following also. This article by investigators of the method and talks new changfu guomao shop customer management situation for analysis, research new changfu existing management model, the customer data and methods, and its and customer communication. Analysis of the new changfu catering enterprises in customer relationship management and inadequate, through international and domestic hotels customer relationship management analy