摘要:我国的检测机构最初全部由国家统一设立和管理,所有检测均

由国家检测机构执行。随着市场经济的不断深化,检测市场逐渐向民

间及国际资本幵放,政府指令性检测的范围不断缩小,我国国家检测

机构发展环境面临深刻变化。深圳电信研究院是工业和信息化部下属

的一个科研检测机构,主要面向南方地区开展通信类产品检测及通信

仪表计量等服务。与其他国家检测机构一样,政策性强制检测业务在

深圳电信研究院的所有业务中占有重要比重。近两年来,业务量和收

入的明显下滑趋势,暴露出深圳电信研究院传统的经营理念和管理模

式存在的问题。

面对检测行业日益激烈的竞争环境,深圳电信研究院只有树立以

客户为中心的经营管理理念,力争为客户提供更加优质的产品和服

务,才能提高客户满意度和忠诚度,最终赢得市场。本文首先对深圳

电信研究院的行业特点、政策环境及第三方检测行业的发展趋势进行

了研究,并对客户关系管理相关理论及内涵进行了系统的回顾和总

结,分析了深圳电信研究院实施客户关系管理的必要性和重要意义。

然后,对其客户关系管理现状进行梳理,分析了目前存在的问题及问

题产生的原因。接着,提出应用客户关系管理解决深圳电信研究院发

展问题的方案设计,并对方案的有效实施所需要的保障措施进行归纳

总结。

关键词:国家检测机构;客户价值;客户关系管理

分类号:

n

The study of Customer relationship management for Shenzhen

Institute of Telecommunications

Abstract : Initially,all our testing organizations were established

andadministrated by the state, all tests performed by the national testing

agencies.With the deepening of the market economy, testing market

gradually opening up to private and international capital, the government

continued to narrow the scope of mandatory testing, the development of

our national testing organizations facing profound changes in the

environment.As a scientific research and testing organizations

subordinate to the Ministry of Industry and Information Technology,

Shenzhen Institute of Telecommunications mainly to carry out

communications product testing and communications metering and other

services for the southern region. The same asother national testing

agencies, National mandatory testing business in Shenzhen Institute of

Telecommunications plays an important proportion of all business. The

past two years, a clear downward trend in the volume and proceeds of

business exposes its traditional management philosophy and management

problems.

Face increasingly fierce competition in the testing industry,

Shenzhen Institute of Telecommunications only toestablish a

customer-centric management philosophy, and strive to provide

customers with more quality products and services, thereby improve

customer satisfaction and loyalty, and ultimately win the market.This

paper first studied for industry characteristics, policy environment and

industry trends of Shenzhen Institute of Telecommunications, and then

systematically reviewed and summarized customer relationship

management theories and implications, analyzed necessity and

significance by implementing customer relationship management in

Shenzhen Institute of Telecommunications. Then, combed its business

development and client relationship management status, and analysed of

the current customer relationship management problems and causes of the

problem. Finally, proposed the application of customer relationship

management solution development issues of Shenzhen Institute of

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