1、 碩 士 專 業(yè) 學(xué) 位 論 文 LS 郵 政 分 公 司 客 戶 關(guān) 系 管 理 研 究 曲 金 濤 指 導(dǎo) 教 師 王 海 寧 副 教 授學(xué) 位 類 別 專 業(yè) 學(xué) 位專 業(yè) 領(lǐng) 域 工 商 管 理答 辯 日 期 2 0 1 7 . 5 . 2 0 Abstract Since the 1990s, with the rapid development of global economic integration, i
2、nformation technology and Internet technology, the whole world has entered the era of knowledge economy. In this context, the external environment of China Post has undergone great changes.Since the beginning of the imp
3、lementation of the postal and telecommunications in 1998 began, China Post's reform of the system for ten years experienced post and telecommunications business, separation of government and enterprises, internal r
4、eorganization of three stages, to the end of October 2015, China post net assets increased from $92 billion 830 million to the camp is 274 billion 130 million yuan, and constantly improve the management level of enterpr
5、ises. In the increasingly competitive environment of the market environment, by improving customer satisfaction and loyalty to maintain the relationship between customers and customers, can fully enhance the core compet
6、itiveness of enterprises. This paper analyzes the status quo of customer relationship management in LS Post Branch by using the method of theoretical analysis and realistic contrast, and points out status quo of the LS
7、 Post Branch using the theoretical knowledge of modern customer relationship management, and indicates the disadvantages of LS post in customer relationship management. On the basis of summarizing the relevant literatur
8、es at home and abroad, combined with the background of the times, it demonstrates the connotation and significance of customer relationship management, and demonstrates the practice of implementing customer relationship
9、management concept in depth. First, the construction of LS postal customer relationship management system, Information science and technology, to achieve marketing, large customer resource management information and sys
10、tematization; the second is to improve the LS postal branch of the level of customer management, the establishment of large customer classification management system to consolidate the “wholeheartedly for customer servi
11、ce“ The concept of improving service capacity and level, and comprehensively improve the satisfaction and loyalty of large customers; third is to strengthen the basis of customer management, strengthen the basic custome
12、r size; Fourth, the implementation of integrated marketing team transformation, further deepen the LS postal marketing system, Performance of the integrated marketing team, and constantly improve the level of marketing
13、; five is the combination of “Internet +“ to carry out WeChat community marketing, and WeChat customers file; six is to accelerate the implementation of basic customer data strategy, the use of large data systems in the
14、 post Business customers to achieve a breakthrough in the field of data integration, to achieve eight major business data and basic address database integration. This paper can provide help and reference for LS post of
