The Research On Key Account Relationship Management Of R Company

In recent years,with the rapid development of China's Internet industry and popularization of automobile consumption finance,the traditional automobile and transportation industry has spawned new business models such as automobile retail and online car booking.R company is a start-up company,which is positioned as a supply chain service provider in the auto new retail and online ride-hailing industry.Its business development has begun,but the service process is not smooth enough.Therefore,it is in urgent need of analysis and improvement.This thesis aims to R company of customer relationship management system research,found the company in the customer relationship management on the main problems and the reasons,formulate the key account relations management plan and the service process standardization,system upgrade the company's service quality and customer satisfaction,in order to further develop business and enhance the level of profit foundation.The service objects of R company are enterprise customers and the products are service of automobile supply chain.As a startup company,its internal management also urgently needs to complete standardization and institutionalization construction around customers.Therefore,this thesis according to the key account relations management plan formulation-customer service process standardization perfect-focus strategy-key account service guarantee system of the construction of the research,according to the theory of customer relationship management,supply chain management theory,human resources management theory as the main theoretical basis,with the running situation of R company detailed analysis,and then carry out R company customer relationship management research.This thesis is divided into eight chapters.The first chapter points out the background of the research,expounds the significance of the research,and determines the content and framework of the research.The second chapter reviews the theories of customer relationship management,supply chain and human resources,and sorts out the major parts related to major customer management of R company to provide theoretical support for follow-up research.The third chapter detailed combing the status of R company key accounts,find company big three main problems of the customer relationship management,namely the key account identification requirements analysis is not perfect,imperfect key account service process,great customer service guarantee system construction is not perfect,and further analysis of the corresponding main reason,namely the research deficiency in customer relationship management system,lack of standardized perfect key account service process,great customer service guarantee system lack of overall planning.The fourth chapter starts from the customer relationship management,studies in detail how to identify and classify key accounts,and on this basis completes the demand analysis and demand match for upstream and downstream key accounts,and formulates the key customer relationship management scheme.The fifth chapter starts from the supply chain,standardizes and improves the service process,and makes the timetable.The sixth chapter establishes key account relationship management and service process strategy.The seventh chapter establishes the human resource reform measures centering on the service system construction of the company's key customers.The eighth chapter summarizes and prospects the whole thesis.Chapter three to chapter five is the focus of this thesis.Through the study of key account relationship management,this thesis has significantly improved the key account relationship management level and supply chain service quality of R company.At the same time,it is hoped that this study will play an important role in the key account relationship management of new industries such as new auto retailing and online carbooking,and provide certain reference for the development of automobile supply chain service providers.