摘 要
随着互联网和各种新技术的不断涌现以及营销手段与理念的不断更新，企业间
的竞争也愈发激烈。企业来自销售、客户服务、市场等部门的信息分散，无法对客
户有全面的了解，企业各部门难以在统一的信息的基础上面对客户，需要各部门对
客户的各项信息和活动进行集成，组建一个以客户为中心的、实现省、市、县三级
联动客户关系管理系统
本文立足于湖北邮政的客户、业务及客户开发情况等现状，分析了湖北邮政开
展客户关系管理的方式、流程及信息系统,综合所学理论知识，指出了湖北邮政客户
关系管理中信息技术不成熟、数据采集不够及系统建设及应用方面的问题
综述国内外相关文献资料的基础上，本文提出了邮政客户关系管理系统设计方
案，阐述湖北邮政客户关系管理系统开发的必要性，分析了客户关系管理业务流程
及湖北邮政客户关系管理系统的特点，重点探讨客户关系管理系统队伍管理、项目
管理、经营分析、用邮管理及信息共享等功能模块设计，并进行了系统效果分析，
为湖北邮政开展客户关系管理提供一套操作简易、信息准确、功能完善的信息化管
理平台。针对湖北邮政在客户关系管理中存在的问题，本文提出了推进邮政营销体
系建设、实施客户积分管理、建立客户分等分级维护体系等改进建议。本文研究可
为湖北邮政开展客户关系管理工作提供参考
关键词：邮政企业 客户关系管理 营销体系
Abstract
With the emergence of Internet and all kinds of new technology, and the updating of
marketing methods and ideas, the competition among enterprises is more and more intense.
The enterprises’ informations from sales, customer service, marketing and other
departments are too scattered to be analyzed comprehensively. It’s diffcult for all
departments of enterprise to understand customers’ needs and satisfy customers’ demands
smoothly with these non-unity-based informations. Therefore , the various informations
and activities from various departments should be integrated, and the enterprise should
build a customer relationship management system,which is customer-focused and based
on province-city-county linkage.
In view of the current situation of Hubei post customer, business and customer
development, the thesis analyzes the mode of customer relationship management, the
process and information system of Hubei post enterprises, and then, integrates the theory
of knowledge to point out that the main existing problems in Hubei post customer
relationship management, which are reflected in the immaturity of Information technology,
the insufficience of data collection and some other problems of system construction and
application.
Based on the summary of relevant domestic and international literatures, this thesis
puts forward the design plan of postal customer relationship management system,
expounds the necessity of developing Hubei post customer relationship management
system, and analyzes the business process of customer relationship management, and the
characteristics of Hubei post customer relationship management system, focuses on team
management, project management, business analysis, mail management and information
sharing in customerrelationship management. and then, the system effect analysis is
presented. Which provides a set of information management platform with simple
operation, accurate information,improved function for developing Hubei postal customer
relationship system anagement. Aiming at the exsiting problems of customer relationship
management in Hubei postal enterprises, the thesis puts forward the improvement
proposals on the promotion of postal marketing system construction,the implementation of
customer cumulative score management, the maintenance basee on customer classification
and grading, etc. The research of this thesis could provide reference for the postal
enterprises to carry out customer relationship management.
Keywords：postal enterprises customer relationship management marketing system