Hefei Branch Of Tobacco Cigarettes Customer Relationship Management And Service System Of Marketing Research

The thesis aimed at how to establish the cigarette marketing system in the new period based on the study of Hefei Tobacco Branch Company. We are utilizing management theory and operational research thought, combining questionnaire survey with customs interview for practical questions, obeying the requirement of combined theory with practice, making use of the means of logical reasoning and demonstration. At first the thesis presents the development of customer relationship management (CRM) and services marketing, the necessity of establishes customer relationship management and arrange service-marketing strategy for a tobacco corporation. Secondly it emphasized the research of CRM and construction of a service marketing system. Finally, it discussed CRM and the network construction of service marketing for the tobacco corporation. According to operation status of Hefei tobacco Branch Company, the thesis emphasized on the research of cigarette marketing network CRM and service marketing construction. And particularly discussed the management of corporation organization, work flow, work criterion, staff management and surveillance inspection as well as the service for retail shopkeeper by makes use of CRM and service marketing.