Dissertation > Economic > Industrial economy > China Industrial Economy > Industrial sector economy

Shenzhen Tyco Electronics Ltd. Customer Relationship Management

Author WuMengLong
Tutor LiuHua
School Huazhong University of Science and Technology
Course Business Administration
Keywords Customer Relationship Customer Value Value Forecast Recognition model Knowledge Management
CLC F426.63
Type Master's thesis
Year 2011
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In the new economic era , the market more competitive enterprises , products and services, increasing trend of homogenization , corporate resources gradually from customers compete to gain new profit growth point. In this process , maintain a good relationship with our customers is very important. So, in the enterprise implementation of customer relationship management system has become a trend in many Western companies , and this system has gradually become the mainstream market . For SMEs, the implementation of customer relationship management system to help improve customer satisfaction , thus contributing to the improvement of corporate profits , for the study of this subject , it is very meaningful . Based on customer relationship management theory, scholars from home and abroad under the forefront of theoretical research , in-depth research in Shenzhen Tyco Electronics company's customer relationship management application status . We believe that customer value and customer relationship management customer acquisition is the most important content. We therefore Tyco Electronics customer value analysis and customer acquisition analysis in-depth study found that the company in the customer relationship management , there are many problems , the staff for customer relationship management nor higher identity. In this paper , we summarize literature , we found that domestic and foreign scholars Although there are many customer relationship management research, but no system . In addition, for the special case of Tyco Electronics , we have established the company's customer value and customer value analysis framework prediction model . Identification of customer value in order to better tap new customers and retain old customers, in this process , we were effectively Tyco Electronics customer acquisition process analysis . While Tyco Electronics has a better customer acquisition results, but the application of customer relationship management systems are still inevitably some problems. Finally, we address these issues a number of recommendations to expectations Tyco Electronics improve customer relationship management guidance.

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