摘要
客户关系是企业无形资产,也是企业宝贵的财富,尤其是对医疗设备行业而
言,客户关系的重要性愈加的突出。对医疗设备公司而言,其对客户所销售的产
品并不只是单纯实物的产品,还包括了客户对产品本身所需的服务,这种服务既
包括了技术指导、也包括了设备管理的需求。因此,对于医疗设备公司而言,销
售行为的达成并不代表其与客户交易关系的结束,而代表的是售后服务的开始。

完善的客户关系管理体系无疑能够使得医疗设备公司具有更高的客户忠诚度,也
能逐步形成自身品牌,提高产品无形价值。由于医疗设备的独特性,及其对技术
的依赖性,这也决定了医疗设备技术服务部门在售后客户关系管理中的重要性,
本文将基于医疗设备公司技术服务信息管理视角,来探讨医疗设备公司售后客户
关系管理体系的优化。

本文研究首先通过文献的查找,对客户关系理论和设备管理理论进行综合梳
理,形成本文研究的基础理论体系,在此基础上,引入W医疗设备公司进行案例
分析,主要对其客户关系管理现状进行分析,找出w医疗设备公司技术服务信息
管理系统中售后客户服务管理所存在的问题。然后基于此构建一个MTCTE医疗设
备MW公司售后客户关系管理评价模型,该模型主要基于W医疗设备公司技术服
务管理系统出发,主要从管理技术能力(MT)、沟通能力(C)、技术需求(T)和
设备管理需求(E)这四个方面来构建这个评价模型。以此来指导W医疗设备公司
的信息化管理,提高公司的客户关系管理水平。通过研究发现,W医疗设备公司
要对其售后客户关系管理进行优化,就必须在提高自身技术服务技术水平的同时,
还要注重提高技术服务的管理水平,以及其与客户的沟通效率,这也是售后客户
关系管理体系优化的重要内容。在此基础上结合售后管理的具体流程提出具体的
对策建议。本文从售后客户关系管理入手,并且基于技术服务管理信息化视角具
有一定的研究意义,但是在研究方法上仍然需要进行深化,这也是本文今后需要
努力改进的地方。

关键词:客户关系管理;技术服务;设备管理
Abstract
Customer relationship is the intangible assets of an enterprise, is the precious
wealth of business, especially in medical equipment industry, the importance of
customer relations more prominent. The medical equipment company, its sales of
products for customers to not only physical products, including customer requirements
on product itself, service,this service includes not only the technical guidance,
including the demand of equipment management. Therefore, the medical device
company, achieve the sales behavior and customer transactions do not represent the end
of the relationship, and represents the beginning of after sale service. Customer
relationship management system will enable medical equipment company with higher
customer loyalty, also gradually formed its own brand, improve the intangible value.
Due to the uniqueness of medical equipment, and its dependence on technology, which
also determines the medical equipment technology service department in the importance
of customer service in customer relationship management,the technical service
information management from the perspective of medical equipment company based on
the optimization, to explore the medical equipment company customer service customer
relationship management system.
This study first through the literature search, a comprehensive review of customer
relationship theory and equipment management theory, the basic theory system formed
in this paper, on the basis of this, the introduction of W medical equipment company as
a case study, mainly on the status of customer relationship management is analyzed,
find out the existing technical service information management system W medical
equipment company customer service customer service management problems. Then
based on the construction of evaluation after sale customer relationship management a
MTCTE medical equipment company MW model,the model of main technical service
management system based on W medical equipment company, mainly from the
management capability (MT), communication (C),technology (T) and equipment
management demand (E) of these four aspects to construct the evaluation model. In
order to information management guide W medical equipment company, improve the
level of customer relationship management company. Through the study found, W
medical equipment company to customer service and customer relationship
management optimization, must improve their technical service technical level at the
same time, we should pay attention to improving the technical service management
level, and the efficiency of communication with customers, this is the customer service
customer relationship management system optimization is an important content of. On
the basis of the specific process of customer service management put forward specific
suggestions. This paper from the customer service customer relationship management,
and has certain research significance from the perspective of technical service
management, but the research method still needs to be deepened, this is also the future
improvement.
Keywords: customer relationship management; technical service;equipment
management