中国银行业实施客户关系管理的策略探讨   总被引：1，自引：0，他引：1  

李媚  黄瑞芬 《青岛职业技术学院学报》2005,18(2):45-48

客户关系管理(CRM)是一种以客户为中心的创新营销策略。本文通过对目前中国银行业面临的主要问题的剖析,借鉴外资银行先进的技术经验,探讨中国银行业在客户关系管理应用方面采取的有效措施,旨在提高中国商业银行对客户服务的水平,提高客户的满意度与忠诚度,最终提高银行的核心竞争力。  相似文献   

基于可持续发展的邮政客户管理体系研究     

黄卫东 《中国科技信息》2005,(16):289-290

本文从完善邮政企业客户管理体系建设入手,通过客户管理模式的设计,分析客户营销、营投服务、客户服务与支持、业务创新与客户挖掘、数据管理平台等环节的实施,协助企业获取和积累客户知识,以提升邮政企业客户的满意度和忠诚度,提高邮政通信企业的效率和效益,促进今后邮政通信的可持续发展。  相似文献   

论数字图书馆个性化定制服务   总被引：173，自引：0，他引：173  

赵继海 《中国图书馆学报》2001,27(3)

个性化定制服务技术是按用户要求定制特殊用户界面的技术 ,是用户组织数字化信息资源的理想方法 ,是适应数字图书馆用户多样化需求的重要手段。这种服务方式 ,将成为今后数字图书馆用户服务的重要方向。参考文献 7。  相似文献   

数据挖掘技术与客户关系管理的应用综述     

顾晓文 《人天科学研究》2010,(2):145-146

客户关系管理是一种管理理念,又是一种旨在改善企业与客户之间关系的新型管理机制。数据挖掘能够对将来的趋势和行为进行预测,很好地支持人们的决策。  相似文献   

Customer participation and new product performance: Towards the understanding of the mechanisms and key contingencies     

Todd Morgan  Michael Obal  Sergey Anokhin 《Research Policy》2018,47(2):498-510

In a study of 243 firms of varying sizes across 14 different industries, we investigate the effect of customer participation on new product development performance. We confirm that overall customer participation is positively related to new product development performance and that the effect is mediated by innovativeness. We also demonstrate that these effects are contingent upon absorptive capacity of the firm in question such that firms with high absorptive capacity stand to gain more from engaging their customers in new product development than firms with low absorptive capacity, especially at the later stages of the NPD process. The results are robust to alternative estimation techniques, measures employed to operationalize key concepts, and the industrial makeup of the sample. Post hoc analyses provide non-trivial managerial implications for the decision makers at the firm level.  相似文献   

To be or not to be in social media: How brand loyalty is affected by social media?     

Michel Laroche  Mohammad Reza Habibi  Marie-Odile Richard 《International Journal of Information Management》2013

There is an ongoing debate over the activities of brands and companies in social media. Some researchers believe social media provide a unique opportunity for brands to foster their relationships with customers, while others believe the contrary. Taking the perspective of the brand community building plus the brand trust and loyalty literatures, our goal is to show how brand communities based on social media influence elements of the customer centric model (i.e., the relationships among focal customer and brand, product, company, and other customers) and brand loyalty. A survey-based empirical study with 441 respondents was conducted. The results of structural equation modeling show that brand communities established on social media have positive effects on customer/product, customer/brand, customer/company and customer/other customers relationships, which in turn have positive effects on brand trust, and trust has positive effects on brand loyalty. We find that brand trust has a fully mediating role in converting the effects of enhanced relationships in brand community to brand loyalty. The implications for marketing practice and future research are discussed.  相似文献   

提升企业竞争力的利器--CRM     

许天舒 《北京城市学院学报》2003,(1):61-64

CRM系统即客户关系管理系统,是利用数据库和网络等现代信息技术对企业的客户信息资源进行适时捕捉和集中式管理,并在各部门间的分布应用;它能实现顾客动态的需求信息在企业内的顺畅流动,使企业各部门能迅速针对最新需求做出反映,从而实现企业在市场上竞争力的提升.CRM系统是利用信息系统集成的原理使企业各环节围绕客户需求这根主线,形成一个整体,共同为企业最大限度、最高效地满足顾客需求--客户服务的最高境界而努力.  相似文献   

服务企业基于成本的顾客满意度研究     

陈亚绒  薛伟 《温州大学学报(社会科学版)》2004,17(4):14-17

随着市场环境的变化，顾客满意度内涵更加广泛，为了使顾客满意，服务企业所花费的成本和代价也不断提高。因此如何在满足顾客要求的同时，得到健康的可持续发展，成为新时期服务企业面临的一个严峻挑战。本以服务企业顾客满意度的新内涵、服务成本的研究为基础，提出了服务企业合理配置服务资源、有效降低服务成本、提高顾客满意度的途径。  相似文献   

The Success of Urban Schools in Oxnard,California: An In-Depth Look at Developmental and Relational Assets     

Nancy Akhavan  Ryan Emery  Ginger Shea  Adria Taha-Resnick 《The Educational forum》2017,81(4):432-445

Abstract

The study is a mixed-methods investigation of how urban schools are succeeding. The study surveyed 28 former students from urban schools in Oxnard, California. The qualitative responses represent themes that align to a high level of school connectedness and social–emotional learning (SEL) as key indicators of a successful urban school district. The responses also aligned with the thematic structures of the assets and relationships frameworks and to SEL standards.  相似文献   

Putative Secrets and Conflict in Romantic Relationships over Time     

《Communication monographs》2012,79(2):224-251

When people discover their romantic partner is keeping a secret from them but allow their partner to believe the secret is still unknown (creating what Caughlin, Scott, Miller, and Hefner referred to as a putative secret), this can have negative implications for their relationship. This study examined how putative secrets influence conflict in romantic relationships over time and whether certain factors (including perceived reasons for the secrecy, use of deception, and relationship satisfaction) moderate this association. The sample consisted of 305 dating individuals. Participants reported on a current putative secret, a putative secret kept in the past, or no secret, and then completed 3-week online diary entries tracking their conflict. The results revealed that individuals who were currently managing a putative secret had higher levels of conflict and more changes in conflict in their relationship over time than individuals who experienced a putative secret in the past or no putative secrets at all. Although individuals' attributions for their partner's secret keeping were important, they often depended on relationship satisfaction and currency of the putative secret. Relationship satisfaction significantly moderated the association between putative secrets and conflict, such that individuals who reported current putative secrets and were more dissatisfied reported the most intense conflict and the greatest changes in conflict over time.  相似文献