Maintainexsitingcustomerimprovingcustomerservice

1、Maintain exsiting customer by improving customer service论 文 摘 要亨生贸易公司主要经营工艺礼品，杂货，产品主要包含木质品，铁制品，玻璃制品，麻丝类，蜡烛等，出口欧洲，非洲，南美，俄罗斯等。十多年来，它以其产品种类繁多，良好的信誉，优质的服务，发展了一批国外客户。但是随着越来越多的工厂取得进出口权，广交会，香港展，法兰克福展的举行，工厂可以通过参加各种展会，面对面的接触国外客户，很多国外客户为了取得较低的产品价格希望同工厂直接合作。这无疑给亨生贸易公司增加了流失客户的机率。基于在此种形势下，本论文提出假设，亨生贸易的市场竞争力是可以通过提高服务质量，增加产品的附加值来提升从而来留住老客户。本论文通过设计运用样品间的资源，向客户推荐产品，从而使客户明白从亨生公司购买产品比从工厂直接购买更省力，省心，品质更有保证。力图长期建立这种模式，从而从节约成本，提高产品的附加值来提高产品在市场的竞争力从而提升亨生贸易在国外市场的竞争力，达到留住老客户，开发新客户的目的。同时，本论文也试图通过此计划的设计，实施，监控与评估过程，希望研究出应对策

2、略，使亨生公司在复杂多变的国际经济情况，在外贸出口日益严重的情况下在市场竞争中占有一席之地。关键词：产品种类繁多；提高服务质量；产品附加值；样品间AbstractHengsheng Trdading company is selling arts and crafts for Xmas, gifts, daily, Easter, Spring, Hallowmas, Valentines day.It has been established good buying-selling chain,they have many suppliers, various of products, many steady customers. With developing of export business in China, many factories have get export licence,they can sell goods to customer directly.Now the company is facing biggest problem is losing cu

3、stomer. It is hypothesized that Hengshengs market competition can be raised by using showroom, improve customer service and increase product value. Scientific research methods of customer survey, such as interviews, and SWOT analysis were used in the identification and analysis of the problems. With the efforts of all our project members, we keep the old customer successfully. Key words: showroom ; customer service ;product value; various of productsTable of ContentsPages1. Project Introduction

4、2. Project Problem Identification and Analysis 2.1 Project problem 2.2 Problem analysis 2.3 Results of problem analysis3. Project Objective and Hypothesis 3.1 Project objective 3.2 Project hypothesis4. Project Rationale 4.1 4.1.1 4.1.2 4.1.3 4.2 4.3 5. Project Design 5.1 5.2 5.3 6. Project Implementation 6.1 6.2 6.3 7. Results and Discussion 7.1 7.2 7.1.1 7.1.2 7.1.3 7.3 8. ConclusionBibliographyAppendix I. Appendix II. Appendix III. Maintain exsiting customer by improving customer service1. Int

5、roduction (一级标题采用Arial 12 号黑体)(正文采用Times New Roman 12号字)Hengsheng Trading was founded in 1995, and office located in Ningbo city and have a showroom in the center of Shanghai city.It is selling arts and crafts for Xmas, gifts, daily, Easter, Spring, Hallowmas, Valentines day.It has been established good buying and selling chain,such as many suppliers, various of products, many steady customers and good reputation.The staff members are experied and professional.However,many factories have get exp

6、ort lience, ,they can sell goods to customer directly in lowest price.Hengsheng trading is facing biggest problem is losing exsiting customers. In order not to lose customer, I think we need to let customers know they can get more from cooperation with us (trading company) than with factory.Only by knowing customers well,we take appropriate measures to solve the problem.It is believed that market research on customer needs will provide a clear picture of its customers wants and give us a firm ba

7、sis for taking measures to maintain customers loyalty.Based on the hypothesis that we will make best use of shanghai showroom,and supply product with nice package in order to make buyer think the product is in value.2. Problem Identification and Analysis2.1 problemThe biggest problem Hengsheng trading is facing is that losing exsiting customers.2.2 problem analysis2.2.1 Companys current situation Human resourcesThe company has 36 staffs in 5 departments, including 15 merchanisers in charge of pr

8、eparing offer and placing order to factory,3 staffs in shipping departement,5 staffs in finance department,8 inspectors,5 persons dealing with showroom.Fiancial resourcesThe export amount of Hengsheng is around USD25,000,000 in 2008. Hengsheng will take RMB 500,000 for attending Frankfurt Fair every year. The boss will spend RMB 100,000 going to European market research twice every year.PEST analysisChina has a stable political,economic,and social environment.The govement encourages to sell good

9、s to oversea,so the government increases tax refund to cope with economy crisis.Customer profilesThere are mainly five kinds of customers:(1) SupermartThey have own professional buying department, and they really know what they need to buy and what the customer need to buy. Every year they have their buying plan. And They are interested in cheap items,lower quality,various of items.(2)Department storeThey have own very professional buying department, they have their own view for the trend of market,they will ask supply to make product according to their selling subject. They are interested in high quality,nicer package items. (3)Garden storeThey have own

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