中文摘要
Y公司是一家以航空客舱清洁与机上保障服务为主业的小型民营企业，客户范
围涵盖航空公司、航空酒店、商务酒店/宾馆、大中院校等方面。随着航空客舱清
洁欧亿·体育（中国）有限公司的逐步饱和，以及商务酒店/宾馆等普通清洁欧亿·体育（中国）有限公司市场竞争程度的增加，Y公
司在经营过程中面临的市场竞争压力越来越大，出现了客户规模较小、客户增速缓
慢、客户满意率较低等问题。由于Y公司长期以来未形成比较规范的客户关系管理
模型，使得上述问题长期得不到解决。本文基于客户关系管理等理论，对Y公司的
客户关系管理现状、问题进行研究，并提出针对性的改进策略及实施保障措施，试
图提高Y公司的客户关系管理质量和效果。
在研究中，首先对国内外的客户关系管理研究情况进行了整理分析，在梳理借
鉴了国内外学者的研究成果之后，确定了本文的研究方法和思路。同时，对研究工
作中涉及到的客户关系管理理论、4C营销理论、客户细分理论等基础理论进行简要
阐述，为研究工作奠定理论基础。随后，对Y公司的管理现状进行说明，分析公司
的客户特征，梳理公司的客户发展、维护、流失管理情况，并采用问卷调查和内部
员工访谈的方法，对公司客户的满意度及内部员工对于客户关系管理的态度及认识
进行深入研究。在此基础上，分析当前外部欧亿·体育（中国）有限公司环境的变化对Y公司客户关系管理
的影响进行介绍，并详细分析了公司在客户发展、维护、流失管理中存在的问题和
不足，认为导致问题出现的原因主要分为客户关系管理意识薄弱、客户价值分类不
足、客户开发能力低等方面。针对Y公司客户关系管理工作中存在的问题，对客户
的价值分级策略进行分析和设计，对客户进行重新分级。在此基础上，基于客户关
系管理等基础理论，对Y公司的客户关系发展、维护、流失管理策略进行了重构和
优化。最后，从人力资源、资金、技术、制度等方面，提出Y公司客户关系管理策
略实施的保障措施。
本文的研究成果建立在Y公司运营管理实践经验及客户关系管理相关理论的基
础上，能够从客户发展、维护、流失等方面为Y公司的客户关系管理工作提供决策
支持与参考，有利于Y公司解决当前运营管理中存在的问题，拓展更多的市场客户，
促进公司经济效益的提升。同时对于国内清洁洗涤欧亿·体育（中国）有限公司的其他企业而言，也有着一
定的参考价值。
关键词：航空客舱清洁；民营企业；客户关系管理；客户价值分级

ABSTRACT
Y company is a small private enterprise focusing on aviation cabin
cleaning and in-flight security services. The company's customers include
airlines, airline hotels, business hotels/guesthouses, universities and colleges.
With the gradual saturation of the aviation cabin cleaning industry and the
increase in market competition in the general cleaning industry such as
business hotels/hotels, company Y is facing increasing market competition
pressure in the course of its operations. And the There have been problems
such as small customer scale, slow customer growth, and low customer
satisfaction rate are appearing. Since Y company has not formed a relatively
standardized customer relationship management model for a long time, the
above-mentioned problems have not been solved for a long time. Based on
theories of customer relationship management, the current situation and
problems of Y company's customer relationship management is studied, and
the targeted improvement strategies and implementation safeguard measures
is proposed, which could improve the quality and effect of Y company's
customer relationship management.
In the research, the research situation of customer relationship
management at home and abroad was sorted and analyzed first. After
combing and drawing on the research results of domestic and foreign
scholars, the research methods and ideas of this thesis were determined. At

the same time, the basic theories such as customer relationship management
theory, 4C marketing theory, and customer segmentation theory involved in
the research work are briefly described to lay a theoretical foundation for the
research work. Subsequently, the management status of Y company is
explained, the company's customer characteristics are analyzed, and the
company's customer development, maintenance, and churn management are
sorted out. By the use of the method of questionnaire survey and internal
staff interviews, the company's customer satisfaction and internal staff's
attitude and understanding of customer relationship management are studied.
On this basis, the impact of changes in the current external industry
environment on Y company’s customer relationship management is analyzed,
and the company's problems and deficiencies in customer development,
maintenance, and loss management are analyzed in detail. The reasons for
the problems are mainly divided into weak customer relationship
management awareness, insufficient customer value classification, and low
customer development capabilities. In view of the problems existing in Y
company's customer relationship management work, the customer's value
classification strategy is analyzed and designed, and the customers are
reclassified by the value elements. Based on basic theories such as customer
relationship management, the customer relationship development,
maintenance, and loss management strategies were reconstructed and
optimized. Finally, from the aspects of human resources, capital, technology,
。。。以下略