理性认识一对一营销

一对一营销理论自上世纪90年代初出现以来，就以其神奇的魔力迅速风靡全球。它所倡导的一次一个顾客地建造关系、关注顾客份额而非市场份额、个性化定制产品和服务等理念，以令人耳目一新的方式迅速征服了营销理论界，而“顾客不再是上帝”等口号更是为人津津乐道。近年来，随着互联网、IT技术的实际推动，以及CRM热潮的兴起，一对一营销大有甚嚣尘上之势。在这股潮流之中，有人大肆鼓吹大众营销战略已经没落，一对一营销将重新改写营销概念，甚至引爆中国营销的第三次革命。然而，果真如此吗?     

一对一营销核心思想剖析

21世纪,随着市场的进一步扩张和深化,买方市场形成,消费者的主体地位日益突出,传统的大众营销模式已不能很好地适应个性化消费时代的要求,企业必须更新营销观念,转变传统的营销模式。我国企业如何真正满足顾客个性化需求以提高顾客满意度与忠诚度,如何利用信息技术降低成本以获取竞争优势成为企业发展的关键。一对一营销理念以顾客份额为核心,强调要以多种方式提高顾客份额,将企业的管理重心由产品转变为顾客,以适应追求个性消费的市场需求。     

e时代的一对一市场营销

e时代使一对一营销成为可能 在市场营销理论的发展史上,先后出现了众多的流派和理论.仅从目标市场这一角度来看,主要有以规模经济为基础的大众营销理论,以划分子市场、寻求目标市场为目的的细分营销理论,以及以单个顾客为市场,提供定制产品和服务的一对一市场营销理论.这些理论的出现和应用与各自当时经济、技术条件息息相关.e时代使一对一营销成为可能.     

电力营销——大众服务与重点服务的结合

供电企业既是自主经营自负盈亏的独立企业,同时也兼具公共事业服务性质。本文对大众营销理念与一对一营销理念进行了剖析,并提出供电企业只有将大众服务与重点服务两者进行有机的结合,才能适应市场发展的实际需要,顺应电力市场化改革的时代要求。同时,本文还在探讨二者如何有机结合的基础上,分别提出了供电企业对普通客户大众化服务和大客户一对一营销服务的具体措施建议。     

一对一营销浅析

信息时代的到来引发营销领域的深刻变革,大众营销的时代正开始趋向终结,新的营销理论不断涌现.而一对一营销正以其独特的经营哲学影响着全球越来越多的企业.它的"对不同的顾客采取不同的对待方式"理念显示了强大的竞争优势.本文在介绍一对一营销理念的基础上,提出了一对一营销的实施办法.     

企业如何开展“一对一营销”

“一对一营销”战略可以帮助企业更好地引入IT科技、提高经营效率和创建竞争优势。“一对一营销”的核心是以顾客为中心,通过与每个顾客互动对话,与顾客逐一建立持久、长远的“双赢”关系。我国企业可以通过识别企业顾客、对顾客进行差异化分析、与顾客双向沟通、定制四步来实现其产品或服务的“一对一营销”。     

企业如何开展“一对一营销”

“一对一营销”战略可以帮助企业更好地引入IT科技、提高经营效率和创建竞争优势。“一对一营销”的核心是以顾客为中心，通过与每个顾客互动对话，与顾客逐一建立持久、长远的“双赢”关系。我国企业可以通过识别企业顾客、对顾客进行差异化分析、与顾客双向沟通、定制四步来实现其产品或服务的“一对一营销”。     

服务营销打造顾客满意

随着科技日新月异的迅猛发展,企业产品的差异化程度越来越小,几乎达到同质化。在这种情况下,企业如何吸引并留住顾客、创造顾客满意,成为企业营销争夺的焦点。企业开展服务营销,为创造顾客满意提供了新思路。本文主要探讨了企业开展服务营销的基本策略,重点阐述了服务一体化、个性化的服务和一对一营销等服务营销策略。     

服务营销创造顾客满意

随着经济的发展和科技的日新月异的迅猛发展,企业的产品的差异化程度越来越小,几乎是同质化产品,因此,如何吸引并保持顾客、促使顾客进行购买决策,就成为企业谋求竞争优势的焦点。企业开展服务营销,则为创造顾客满意提供了解决问题的新思路。本文着重探讨了服务一体化策略、个性化服务策略和一对一营销策略,以期能够创造顾客满意。     

浅议迪斯尼体验式营销的经典策略

市场需求从标准化向个性化的演变,促使营销方式由过去的大众营销向一对一营销转变。随着体验经济时代的到来,体验式营销已经提上日程,这种能很好迎合顾客消费心理需求的营销方式将成为市场竞争中一个潜力十分巨大的新领域。本文就以迪斯尼乐园的体验式营销经典策略为例进行了说明,以期对国内相关产业的发展提出一些启示与帮助。     

The Customer Concept: The Basis for a New Marketing Paradigm

Recent developments in both marketing theory and marketing practice make it necessary to formulate a new marketing paradigm. This paradigm consists of three elements: (1) a concept, which is the core of the paradigm, (2) a set of activities, and (3) a domain. The customer concept is the new marketing concept. It is a management orientation which maintains that firms establish relationships with selected individual target customers with whom superior customer values are designed, offered, redefined and realized in close cooperation with other partners in the marketing system such as suppliers and intermediaries, in order to realize long-term profits through customer satisfaction, partner- and employee satisfaction. The new marketing activities include decisions with regard to the firm's stated vision, objective(s), strategy, organizational structure, culture, information system, marketing instruments, business processes and human resource management. The new marketing domain encompasses the broader interpretation of marketing as the central concept in the behavior of the firm. The customer concept implies a reorientation of marketing to one that places the customer in a pivotal role.     

关系营销理论与顾客关系管理

关系营销将建立和发展与相关个人、企业组织的关系作为市场营销的关键变量 ,把握了现代市场竞争的时代特点 ,体现了电子商务时代的互动性、合作性和个性化发展趋势。因特网作为一种有效的双向沟通渠道 ,使企业与顾客之间可以实现低成本、高效率的沟通和交流 ,为关系营销提供了有效的技术保障。在电子商务时代 ,抢占市场的关键已从管理营销组合转变为企业与顾客的互动关系管理 ,顾客关系管理为关系营销提供了有效的技术支持     

市场营销演进及营销管理变革综述

通过对国际300余篇权威学术文献的研究,根据企业、产品、客户三者内在逻辑关系的理论分析,透视和阐述了市场营销及营销管理随社会需求发展而演进的规律和21世纪变革的趋势,将市场营销和营销管理的演变过程概括为大众营销、目标营销和定制营销三个时代,同时总结和阐述了各时代营销管理的基本特征。     

Putting one-to-one marketing to work: Personalization, customization, and choice

The tailoring of a firm’s marketing mix to the individual customer is the essence of one-to-one marketing. In this paper, we distinguish between two forms of one-to-one marketing: personalization and customization. Personalization occurs when the firm decides what marketing mix is suitable for the individual. It is usually based on previously collected customer data. Customization occurs when the customer proactively specifies one or more elements of his or her marketing mix. We summarize key challenges and knowledge gaps in understanding both firm and customer choices in one-to-one markets. We conclude with a summary of research opportunities.     

Internal Marketing at Continental Airlines: Convincing Employees that Management Knows Best

Maintaining a high level of customer service quality is necessary for success, particularly for firms in service industries, but employees need to be motivated to provide it. Management can provide the motivation through the use of compensation schemes and internal marketing. In this paper we examine profit sharing compensation schemes that reward employees for achieving customer service objectives. We discuss how such schemes should be implemented, and explain why management needs to convince employees through internal marketing programs about the benefits of its scheme. We obtain the optimal amount of profit that the firm should share with employees, and the optimal effort it should spend on internal marketing. Finally, we relate the analysis to a successful scheme implemented by Continental Airlines.     

试论现代营销新策略

探讨在新形式下,企业营销应该具有的新的营销策略,主要包括：新的营销理念——战略营销;新型顾客观——重视顾客价值;新的营销方法——重视观念创新、市场创新和方法创新等。     

顾客定义新析

顾客是市场营销理论的一个重要概念,然而当前对顾客的本质缺乏深刻的认识。顾客是指直接或间接影响企业或组织利益的组织或个人,一个企业的顾客群实际上包含了八个层次:内部顾客、供应商顾客、中介顾客、资金供应顾客、竞争对手顾客、最终顾客、公众顾客与政府顾客。     

从“需求营销”到“欲望营销”

当代营销管理理论的实质正由“需求营销”向“欲望营销”转变。“需求营销”是大众营销的产物,“需求营销”理论已渐渐丧失指导营销实践的功能。“欲望营销”以人的欲望这一心理现象入手,了解和掌握消费者所需所欲的心理本意,能促使企业深入了解消费者,更加关注产品的本质利益,并与消费者的欲望相一致。     

The impact of customer-specific marketing expenses on customer retention and customer profitability

We study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual customer relationships: the offering of free equipment to customers. The data allow tracking the activities performed in more than 4,500 customer relationships over a period of 4 years. Retention rates are higher for customers targeted with free equipment, but this effect results from an interaction with customer size. First-order dynamic panel data analyses show that the impact of targeted marketing expenses on customer dollar profit is positive for large customers, but there is no effect for smaller customers. Thus, targeted marketing expenses seem to be a tool for relationship maintenance rather than customer development: they help in retaining large customers that generate more profit, but they do not seem to work in developing new customers into larger, more profitable ones.     

营销管理进步一般规律与创新路径研究

从单一要素到多要素的综合、从企业内部到企业外部、从单一部门到全员营销、从注重物到注重人、从粗略到精细、从手工到应用信息技术。是营销管理进步的一般规律。分析归纳这些规律为企业营销管理创新指明路径。