| ABSTRACT | 第5-6页 |
| 摘要 | 第7-8页 |
| LIST OF ABBREVIATIONS | 第8-17页 |
| Chapter Ⅰ Introduction | 第17-20页 |
| 1.1 Background and Significance | 第17-19页 |
| 1.1.1 Background | 第17-18页 |
| 1.1.2 Significance | 第18-19页 |
| 1.2 Research Method | 第19页 |
| 1.3 Thesis Research Framework | 第19-20页 |
| Chapter Ⅱ Theoretical Basis and Related Literature Review | 第20-34页 |
| 2.1 Customer Relationship Management Theory | 第20-23页 |
| 2.1.1 Rise and Development of Customer Relationship Management Theory | 第20页 |
| 2.1.2 Definition and Connotation of Customer Relationship Management | 第20-23页 |
| 2.2 Related Theory on Implementation of Customer Relationship Management | 第23-29页 |
| 2.2.1 Value Chain of Customer Relationship Management | 第23-24页 |
| 2.2.2 Customer Value Classification Theory | 第24-25页 |
| 2.2.3 Service Quality Gap Model | 第25-26页 |
| 2.2.4 Customer Perceived Value Theory | 第26-27页 |
| 2.2.5 Customer Satisfaction Theory | 第27-29页 |
| 2.3 Five Forces Model | 第29页 |
| 2.4 Domestic and Oversea Related Literature Review | 第29-32页 |
| 2.4.1 Oversea Related Literature Review | 第29-31页 |
| 2.4.2 Domestic Related Literature Review | 第31-32页 |
| 2.5 Research Comment | 第32-34页 |
| Chapter Ⅲ Case Description | 第34-47页 |
| 3.1 FG Company Introduction | 第34页 |
| 3.2 Industry Competition Situation | 第34-37页 |
| 3.3 FG Company CRM Status | 第37-47页 |
| 3.3.1 Enterprise Culture and Leadership | 第38-39页 |
| 3.3.2 FG Organizational Structure | 第39-40页 |
| 3.3.3 Business Process | 第40-44页 |
| 3.3.4 Customer Constitution and Management Status | 第44-47页 |
| Chapter Ⅳ Case Analysis | 第47-62页 |
| 4.1 FG Customer Relationship Management Problems | 第47-57页 |
| 4.1.1 Design Principles of Measurement Index for Customer Satisfaction | 第47-48页 |
| 4.1.2 Building Evaluation Index | 第48-49页 |
| 4.1.3 Test Method Validation | 第49页 |
| 4.1.4 Data Statistics and Analysis | 第49-57页 |
| 4.2 FG Customer Relationship Management Problem Root | 第57-62页 |
| Chapter Ⅴ Improvement Measures on Customer Relationship Management of FG | 第62-83页 |
| 5.1 Implement Objective of Customer Relationship Management | 第62页 |
| 5.2 Improvement Measures on Customer Relationship Management | 第62-83页 |
| 5.2.1 Improvement on Support System of Customer Relationship Management | 第63-73页 |
| 5.2.1.1 Organization Structure Readjustment | 第64-65页 |
| 5.2.1.2 Business Process Adjustment | 第65-69页 |
| 5.2.1.3 Establishment of Customer Information Management System | 第69-70页 |
| 5.2.1.4 Corporate Culture Improvement | 第70-72页 |
| 5.2.1.5 Improvement on Human Resource Management | 第72-73页 |
| 5.2.2 Improvement on Basic Activities of Customer Relationship Management | 第73-83页 |
| 5.2.2.1 Customer Value Classification | 第73-78页 |
| 5.2.2.2 In-Depth Knowledge of Target Customers | 第78-79页 |
| 5.2.2.3 Implementation Measures for Improving Customer PerceivedValue | 第79-81页 |
| 5.2.2.4 Control and Guaranty after Improving Customer RelationshipManagement | 第81-83页 |
| Chapter Ⅵ Conclusion | 第83-85页 |
| REFERENCE | 第85-87页 |
| Appendices | 第87-88页 |
