基于卓越绩效的建筑企业客户关系管理研究
(中国中铁大桥局集团有限公司,湖北 武汉 430050)
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摘要:阐述卓越绩效评价准则关于客户关系管理的要求,以中铁大桥局为例分析建筑企业客户关系特点及管理框架,提出建筑企业客户关系管理的重点问题,包括做好职责分工、模式改进、过程优化、项目管理、文化宣传等重点工作,以期实现客户满意和企业卓越。关键词:建筑企业;卓越绩效;客户关系;管理框架Abstract:Firstly,this paper expounds the requirements of performance excellence criteria on customer relationship management,then analyzes the characteristics and management framework of construction enterprise customer relationship by taking China Railway Major Bridge Engineering Group Co.,Ltd as an example,finally puts forward the key issues of construction enterprise customer relationship management,including the division of duties,model improvement,process optimization,project management,cultural propaganda,in order to achieve customer satisfaction and business excellence.Keywords:construction enterprise;performance excellence;customer relationship;management framework参考文献[1] 沈斌,熊伟,何世聪,等.质量奖与卓越绩效模式在中国的最佳实践[M].深圳:海天出版社,2012.[2] 叶媛玲.建筑企业客户关系管理系统的设计与实现[J].成都:电子科技大学,2014.[3] 季生平.建筑企业客户关系管理探析[J].上海建设科技,2017(3):91-94.[4] 马泽平.建筑企业客户关系管理研究[D].北京:北京工业大学,2006.建筑经济,2018(12):56-58