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MBA碩士畢業論文_公司客戶服務中心服務創新案例研究PDF

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更新時間:2021-11-11

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縱觀競爭日益激烈的信息科技行業,企業之間的競爭也已經從產品競爭轉化為服務 競爭,企業要想增強自身的綜合競爭力,實現利潤最大化目標,就 必須要注重實現客戶 的價值,提高對客戶的服務質量,從而提升客戶對企業的滿意度。目前,許多企業設立 了客戶服務中心,該中心作為連接企業與客戶的平臺,掌握著豐富的 市場客戶資源,不 僅能夠幫助企業穩定現有的客戶,還能為企業開拓新客戶,加強客戶對企業的了解,提 升企業的競爭地位。所以,如何對客戶服務中心的服務進行創新,強化 客戶服務中心的 功能成為企業管理者所必須重視的問題。 因此,本文選取了H公司在大連軟件園設立的客戶服務中心為研究對象,運用了文 獻研究、案例研究、問卷調查等研究 方法,在介紹H公司大連客戶服務中心基本運營情 況基礎上,分析遠程技術支持服務管理的主題、客體、組織、產品等一般影響因素、并 指出該客戶服務中心服務管理中存在的典 型問題,即服務效率低、運營成本高、客戶服 務滿意度下降等,進而通過向公司內部以及客戶發放問卷調查,識別出了該客戶服務中 心服務管理問題的服務理念、服務流程、服 務模式等關鍵影響因素。通過服務創新相關 理論及研究方法,結合了H公司客戶服務中心的工作實際,分析出當前影響服務管理問 題的主要成因。 立足于新形勢下全球IT產業和 信息化技術發展現狀,提出了以客戶需求為牽引、 應用互聯網科技,促進服務手段的多樣化,有效控制成本,以客戶滿意度為衡量標準的 基本原則上提出了4條服務創新原則,探 索融合人工智能和即時服務模式,拓展全時監 控、主動服務、咨詢建議等服務內容,以及在服務流程上撤銷接線員部門、整合一線與 1.5線工程師、運用自動化代替人工硬件派單 的創新方案。并且列舉出服務創新過程中 的需要的人才培養、技術支持、制度完善、降低成本等一系列配套保障措施。本文不僅 能夠有效地促進H公司客戶服務中心創新工作的開 展,同時也能為相關行業客戶服務中 心的發展起到一定的借鑒作用。 關鍵詞:客戶服務中心;服務創新;案例研究 - II - Case Analysis of Service Innovation of H Company’s Customer Support Center Abstract Throughout the increasingly competitive information technology industry, the competition between enterprises has also changed from product competition to service competition. If enterprises want to enhance their comprehensive competitiveness and achieve the goal of maximizing profits, they must pay attention to the realization of customer value, improve the quality of service to customers, so as to enhance customer-to- enterprise competitiveness. Satisfaction. At present, many enterprises have set up customer support centers. As a platform connecting enterprises and customers, the center has abundant market customer resources. It can not only help enterprises stabilize existing customers, but also open up new customers for enterprises, strengthen customers' understanding of enterprises, and enhance the competitive position of enterprises. Therefore, how to innovate the service of customer support center and strengthen the function of customer support center has become a problem that business managers must pay attention to. Therefore, this thesis chooses the customer support center set up by H Company in Dalian Software Park as the research object, and uses the research methods of case study, literature study, comparative study and questionnaire survey to analyze the general and main influencing factors of service management based on the introduction of the basic operation of Dalian Customer Support Center of H Company. And pointed out the typical problems that exist in the service management of H company’s customer support center, such as low service efficiency, high operating costs and down trend for customer satisfaction results. According to the survey results, summarize key influencing factors for the problems of the customer service center. Through theories and research methods of service innovation, combined with the actual work of customer support center of H company, analyze the main causes that affect current service management problems. Based on the new situation of global IT industry and information technology development, proposed some innovation solutions about service mode, service contents and the service flow. And listed out some safeguard measures accordingly. This thesis not only promote the innovation of customer support center of H company, but also serve as a reference for the development of customer support center of the related industry.。。。。。。以下內容略
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