Chapter 4 first summarizes the surroundings of sichuan communicatioan . it also describes the profile of the three most valuable customer groups , namely , the group of profitability , strategy , and loyalty respectively . furthermore , it clarifies how to establish corresponding relationship with these groups 第四章首先对四川电信的市场环境进行了分析，同时，重点探讨了按盈利能力、客户忠诚度、战略性细分客户的方法，并对企业最具价值的盈利型客户群体、战略型客户群体与忠诚型客户群体的特征进行了描述。
Using advanced it technology to enhance the customer relationship related business processes such as marketing , sales and customer support and service , the ecrm is a multisystem which embraces a set of optimized enterprise management , systematic solution and computer software and hardware . to the utmost , the ecrm enhances the customer satisfaction and customer loyalty by reducing the sales cycle and cost and providing in - time service 它运用先进的信息技术手段，通过改进与客户关系相关的业务流程如市场营销、销售实现和技术支持与客户服务等，提高其自动化程度，从而缩短了销售周期，降低了销售成本，最大程度地提高客户满意度和客户忠诚度。
The character of the key accounts could be concluded as : to gain profit long term , have loyalty to the enterprise , play an important role strategically . on the basis of the analysis upwards , the goal of the kam of the hd copper company could be said that to gain the key account loyalty , to increase the rate that keep the key account in the company and to improve the benefit level . to achieve this goal , part 3 points out that the company should understand the change of the relationship , from the key account value factors ( price , quality , creation , reaction speed , etc ) , create and improve the key account value 承接第一部分，本文第二部分深入分析了hd铜业公司大客户管理的理论依据，首先，从企业增长与大客户导向经营理念的关系、大客户容量瓶颈和大客户流失的负面累加效应阐述了hd铜业公司从战略高度思考大客户管理的重大战略意义；其次，深入分析了企业大客户的特征：长期赢利能力强、对企业忠诚、具有重大战略意义，并探讨了大客户细分和选择的方法，在此基础上，进一步分析了hd铜业公司的大客户管理是对大客户关系这项资产的有效管理，进而提出了hd铜业公司大客户管理的目标是驱动大客户忠诚，改善大客户保持率并提高利润水平。
Finally , a conclusion is made that serviceability is an important characteristic of insurance . the third part focuses on expanding marketing channels , close link among service innovation , customer loyalty and making profit . this part also illustrates service offered by motor insurance and some practical method 第三部分从拓宽车险营销渠道、服务创新与客户忠诚、公司利润的有机联系、实施客户管理方面对车险服务进行详细论述，提出具有实际操作意义的方法。
Crm ( customer relationship management ) is that enterprise aim at winning customers , keeping customers , elevating customer " s fidelity and improving profits base on the process of managing interaction activity between enterprise and customer , crm is a set of advanced ideas , methods and solutions , which provide a kind of capability of creating good product and good service , reacting in time and elevating customer " s satisfaction 客户关系管理crm ( customerrelationshipmanagement ) ，指的是对企业和客户的交互活动进行管理的过程，最终实现提高客户获取、客户保留、客户忠诚度和客户赢利的目的。
For fighting more market quotas and customer ' s quota , with paying attention to customer an their honest , these vying enterprises aincline toward more to steal customers of the opponent and attack the quota . when enterprises built up perfect crm system , all of its similar activities will become more valid , and its customer ' s strategy will be more exceptional , including contesting the best customers of its antagonists , protecting best customer and developing the potential customer of its own . the research expresses enterprises which have crm or customer information ability will be placed in an advantage position in the competition 因为,为了争夺更多的市场份额和客户份额,这些竞争型企业在注重客户保留和客户忠诚的同时,更倾向于偷挖对手的客户和攻击对手的份额。当企业建立了完善的crm系统时,它的所有类似活动都将变得更加有效,其具体的客户战略也将变得更有优势,包括抢夺竞争者的最佳客户、保护好自己的最佳客户以及培养自已极具潜力的客户。
This alliance discussing in this thesis is a new pattern in logistics enterprise , it has the following characteristics : sharing the same resource and risk , increasing the service level of personality and specialization , raising the loyalty of customer and reduce the cost of transaction . thus such pattern is sure to be an important one during the process of our tpl ' s development 同时，提出了这是一种新型战略联盟的模式，它不仅具有一般战略联盟资源共享，共担风险的特征，更重要的是这种新型的战略联盟关系是物流企业与货主企业特有的，它还具有规避物流外包的风险、提高个性化和专业化服务、提高客户忠诚度，降低交易成本等优势。
The primary contribution of this paper is to point out a way leading to perfect customer relationship management , not only in their minds but also in their actions . compared to other enterprises , sunrider has rich customer data , corresponding management experience , and determinate support with it department . the enterprise will witness increases in profits , customer loyalty and customer satisfaction , if it can implement the crm solution following this paper ' s suggestion 仙妮蕾德公司有着比许多公司更多的客户资料积累和客户资料管理经验，以及一定的信息技术部门支持，只要很好地吸收客户关系管理理念，参考本文建议循序渐进地实施客户关系管理方案，将会看到在利润、客户忠诚度和客户满意度等多方面的提高。
It reveals that crm in the field of public relations is a kind of relations management and its nature is actually communication between corporate and customer public from the mind of communication , the aim of communication , the content of communication , the category of communication and the support system and etc . it puts forward that crm actually realizes the aim to strengthen the procession of customer , the maintenance of customer , the customer loyalty , and the customer profits 本研究运用文献法回顾了有关沟通理论，从沟通的理念、目的、内容与层次、支持系统等方面揭示了公共关系视野中的客户关系管理就是企业与客户公众的关系管理，其实质就是沟通。提出了客户公众关系管理正是通过有意义的双向沟通，理解并影响客户行为，最终实现提高客户获得、客户保留、客户忠诚和客户创利的目的。
This dynamic model describes a possible processes of what customer relationship moves from lower to higher relational phases by the four factors i . e . customer value , customer satisfaction , customer trust and switching cost , and displays how a various levels of customer loyalty such as behavior loyalty , mental loyalty and sustainable loyalty are cultivated at different relational phases , and reveals the relationships between four factors and customer loyalty ( measured by repurchase intention , cross - buying intention , customer referral intention and price tolerance ) and customer relationship life cycles 模型用于描述客户保持的四个决定因素客户价值、客户满意、客户信任和转移成本，及其如何驱动客户关系不断从低级阶段向高级阶段发展，并在客户关系生命周期的不同阶段建立不同层次客户忠诚，揭示客户保持的四因素之间、四因素与客户忠诚（用重复购买意图、交叉购买意图、价格忍耐力和客户推荐意图四个指标度量）和客户关系生命周期之间、客户忠诚与客户关系生命周期之间的相互关系。
