柯达图文影像集团客户服务整合策略研究CustomerServiceIntegrationStrategyofKodakGraphicCommunicationGroup摘要第2页共50页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第2页共50页作为柯达从传统向数码领域实施战略转移的重要一步,2005年6月,柯达完成了对图文影像行业5家公司的收购,以其自身的商业影像业务为基础,成立了柯达图文影像集团。本文针对柯达图文集团在整合服务体系的过程中所面临的运作模式、组织结构和流程设计等方面的挑战,通过对客户服务的相关理论和发展趋势的分析,并集合图文影像集团各实体原先的实际运作情况和发展战略,利用SWOT分析方法,提出了全面整合客户服务体系的策略,并就此策略建议了相应的运作模式、组织结构和服务流程实施方案。关键词:服务整合策略、图文影像集团第3页共50页第2页共50页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第3页共50页CUSTOMERSERVICEINTEGRATIONSTRATEGYOFKODAKGRAPHICCOMMUNICATIONGROUPAbstractFollowingthestrategyoftransformingfromtraditionalbusinesstodigital,Kodakfinishedacquiring5companiesfromthegraphicsartindustryinJune,2005andformedtheGraphicCommunicationGroup(GCG)basedonitsdocumentimagingentity.Giventhechallengesofintegratingthewholeserviceoperationsystemwhichincludesservicedeliverychain,organizationstructureandprocess,tacticshavebeenrecommendedaftertheanalysisofthecurrentGCGserviceoperationandproductservicedirectionsthroughSWOTmethodology.Proposalsarealsobeingrecommendedfortheintegrationofservicedeliverychain,organizationstructureandserviceprocesses.第4页共50页第3页共50页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第4页共50页KEYWORDS:ServiceSystemIntegration,GraphicCommunicationGroup第5页共50页第4页共50页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第5页共50页目录1.概述..............................................................................................................................................71.1论文选题的意义...............................................................................................................71.2研究思路与方法................................................................................................................72理论综述......................................................................................................................................82.1客户服务的概念界定.......................................................................................................82.1.1基本概念................................................................................................................82.1.2客户服务在企业竞争中的作用...........................................................................82.2服务相关理论综述...........................................................................................................92.2.1客户关系管理.......................................................................................................92.2.2顾客价值理论.....................................................................................................102.2.3服务利润链.........................................................................................................112.2.4服务营销理论.....................................................................................................113外部环境分析............................................................................................................................133.1宏观...