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网络时代的客户关系管理价值链 总被引：17，自引：0，他引：17
在电子商务时代，客户关系管理（CRM）成为增强企业核心竞争力的关键，CRM的核心就是客户价值管理，本文对CRM价值链进行了初步探讨，提出了CRM价值链模式，并对CRM价值链的基本阶段及其支持条件进行了深入的分析。 相似文献
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电子商务企业的客户知识获取过程研究 总被引：1，自引：0，他引：1
客户知识是电子商务企业顾客价值管理的核心和成功的关键，是电子商务企业的重要资产。通过分析客户知识的内涵及电子商务企业客户知识的分类，结合数据挖掘和知识发现的相关理论，主要探讨电子商务企业客户数据的主要来源渠道和电子商务企业获取客户知识的基本过程。 相似文献
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B2C电子商务中的客户价值分析与模糊综合评价 总被引：1，自引：1，他引：1
通过对客户价值内涵的界定,分析了B2C电子商务中客户价值的构成及其影响因素,构建了B2C电子商务中客户价值的综合评价指标体系,并运用模糊综合评价模型对其进行量化评价. 相似文献
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本文从实现客户联盟电子商务模式角度出发.提出了基于移动代理技术的客户联盟协商模型,分析了客户联盟协商模型的机理,给出了实现客户联盟电子商务模式的方武. 相似文献
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随着当今市场经济不断发展,市场竞争越发激烈,客户对企业来说越来越重要,客户关系越来越引起企业的重视,如何建立和发展长期的客户关系是关乎企业发展的重要竞争变量,这就促使企业不得不重视客户的价值,进而重视他们的终身价值。当前社会,电子商务已经广泛的渗入到社会各个阶层,人们已经较大程度的使用电子商务平台来进行消费,对电子商务网站的客户终身价值研究较少,缺乏定量分析,本文通过对客户终身价值分析模型进行深入探讨,根据金融电子商务的客户特点,找出在电子商务平台中应用客户终生价值的解决方案。 相似文献
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基于CLV及客户满意度的客户细分 总被引：2，自引：0，他引：2
客户细分是客户关系管理研究的重要内容之一,目前已有许多研究分别基于客户终生价值(CLV)及客户满意度为细分变量对客户进行细分,但尚未有研究将二者联系起来对客户进行分析.首先,阐述了将CLV及顾客满意度作为细分变量的依据,然后,构建了基于CLV及顾客满意度的客户细分模式,并依据模型提出了企业价值提升策略. 相似文献
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本文以服务经济为背景从分析客户的定义入手，分别站在客户和企业的角度对客户价值的涵义进行了探讨；在此基础上，构建了客户价值链及双赢的客户价值模型，并就如何创造和提升客户价值作了进一步的论述。 相似文献
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关于企业价值的思考 总被引：1，自引：0，他引：1
蔡莉 《科学学与科学技术管理》2001,22(11):45-46
文章主要利用有关电子商务的基础理论，对客户价值的对应主体——企业价值实现的内外部支持条件作了较为深刻的分析。 相似文献
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客户全生命周期利润预测方法的研究 总被引：16，自引：0，他引：16
客户全生命周期利润(CLP)是判别客户对公司价值大小的标准，但如何预测CLP是一个至今没有很好解决的问题。提出了依据客户历史利润与以往客户利润曲线案例的拟合情况来预测客户未来利润模式，进而预测CLP的拟合法。该方法基于交易数据进行预测，克服了现有客户事件法预测结果过多依赖于预测者主观判断的缺陷；可评估每个客户对公司的价值并据此分配公司资源，克服了现有Dwyer法只能按组预测而不能在客户级上预测CLP的缺陷。本文详细讨论了拟合法预测CLP的原理和数学模式。 相似文献
11.
刘石兰 《科学学与科学技术管理》2008,29(1):121-125
顾客价值已成为营销学者和企业家共同关注的焦点,被视为竞争优势的新来源.但以往的顾客价值管理实践较多地把顾客价值看作一种管理理念,并没有从战略高度渗透到整个企业的组织能力上,也没有落实到整个企业的具体组织行为上.将顾客价值与组织能力进行有机地结合,从能力的角度定义顾客价值、从顾客的角度定义能力,并分别从顾客和供应商角度探讨了能力与顾客价值的相互作用. 相似文献
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José Albors-Garrigós Jose Luis Hervas-OliverAuthor VitaePatricia MárquezAuthor Vitae 《International Journal of Information Management》2009
For traditional industries it is a real challenge, not only to achieve a clear product differentiation, but also to provide adequate services in order to ensure value and customer fidelity. 相似文献
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Firms operating in highly competitive markets must find ways to deliver customer value beyond offering competitive prices. Providing superior customer service in such environments becomes a strategic initiative because it can create a competitive advantage by fostering customer loyalty, which can also help ease pressure on profit margins and secure continued revenue flow. In this case study we report a case of utilizing speech analytics to improve customer service quality at a call center of a pharmaceutical supply chain service provider in the U.S. We first describe the strategic rationale behind enhancing customer service quality, followed by the implementation of a quality management program using a novel approach of speech analytics. We then present a longitudinal study that evaluated customer service performance using the data gathered from a team of 120 customer service agents during an 8-month period. Two categories of key performance indicators were established and measured, namely “workforce management” metrics and “customer experience” metrics, which served as the primary indicators in the analysis of the level of success in attaining three strategically identified performance goals to improve customer service quality. 相似文献
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《International Journal of Information Management》2017,37(3):229-240
Company social networks have become an important means for the socialized marketing of a company, forming a new challenge to companies on how to attract customers. Based on such theories as customer engagement, value co-creation, and relationship marketing, this paper presents a model of the influence of customer engagement on stickiness. Data collected from 260 valid questionnaires from Sina’s enterprise microblog users were analyzed by structural equation modeling. Empirical results show that customer engagement has a direct and positive influence on customer stickiness as well as an indirect influence through customer value creation. This study enriches previous researches on existing theories of customer engagement, value co-creation, and stickiness, and gives practical guidance for companies to encourage customer engagement and enhance the stickiness of company social networks. 相似文献
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客户知识管理的数据挖掘方法 总被引：5，自引：0，他引：5
本文对客户知识管理中的客户价值判断进行了分析，同时运用模糊聚类分析的方法根据客户对企业的贡献度进行客户的价值鉴别，使企业能够有针对性地对不同客户实施差别策略，对企业争取营销优势提供了帮助。 相似文献
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客户是企业的重要资产之一,是企业实现利润的源泉。客户关系的发展形成一个完整的生命周期,处于生命周期形成阶段的客户往往要消耗较多的资源却甚少为企业创造价值,企业的投入具有风险性。本文对风险型客户发展过程中的特点进行分析,同时提出基于马尔科夫模型的风险型客户预测方法,掌握风险型客户在市场竞争过程中的市场占有率信息,从而为企业的战略决策提供支持。 相似文献
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Zhaohua Deng Yaobin Lu Kwok Kee Wei Jinlong Zhang 《International Journal of Information Management》2010
With the rapid development of mobile technology and large usage rates of mobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The findings confirm that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM. The results also show that trust, customer satisfaction and switching cost directly enhance customer loyalty. Additionally, this study finds that age, gender, and usage time have moderating effects. Finally, implications for the marketing of MIM are discussed. 相似文献
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Jae Ik Shin Ki Han Chung Jae Sin Oh Chang Won Lee 《International Journal of Information Management》2013
We performed a study to determine the influence that site quality has on repurchase intention of Internet shopping through customer satisfaction, customer trust, and customer commitment. Appropriate measures were developed and tested on 230 university students of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. The results of the empirical analysis confirmed that site quality can be conceptualized as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communication. Second, site quality positively affected customer satisfaction and customer trust, but did not affect customer commitment and repurchase intention. Third, site quality can affect repurchase intention by enhancing or attenuating customer satisfaction, customer trust, and customer commitment in online transaction situation. The mediating effect of customer satisfaction, customer trust, and customer commitment between site quality and repurchase intention is identified. Fourth, site quality indirectly affected customer commitment through customer satisfaction. Customer satisfaction indirectly affected repurchase intention through customer trust and customer commitment. Thus, it is found that site quality can be a very important factor to enhance repurchase intention in the customer perspective. 相似文献
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研究表明,客户忠诚度每提高5%,企业收入将提高25%-85%,所以保持住老客户,其价值要超过开拓新客户。本文正是基于这一目标,对CRM中的数据库进行最优化设计,从而能更有效地管理客户数据并执行数据挖掘,得到对保持客户有用的信息。 相似文献