淘宝店铺CRM战略及具体实施

目前电商产业发展迅速,各企业都对CRM管理有了更高的要求,开始认识到客户重要,并伴随着经营理念的转变,对客户关系挂历的更加重视。本文针对这些问题构建了淘宝店铺CRM战略的具体实施方法,以及进度管理,并根据方案对CRM进行功能设计、项目实施主要人员的组织与职责分配,最后提出了战略实施效果评价方案。通过CRM战略的实施,改进服务质量和水平,提高客户满意度以及忠诚度,从而使企业获得更多利润。     

基于CRM中数据挖掘的几点分析

为了完善通信企业的服务内容、方式、质量以及提升经营管理观念和意识,企业构建了CRM。通过CRM,企业可以降低企业管理经营和销售成本,以及挖掘出客户的潜在价值,从而提高客户的满意度和忠诚度,甚至于赢得更多的客户。本文就与CRM有关的通信CRM系统的框架结构、CRM中数据的仓库作用以及通信CRM数据挖掘这三个方面对通信CRM中数据挖掘进行了应用。     

旅行社CRM系统构建初探

CRM(客户关系管理)是一种全新的商业战略,它要求全方位地看待客户,通过将人力资源、业务流程与专业技术进行有效的整合,从而让企业可以最大程度的提高客户满意度及忠诚度。本文针对旅行社业,提出了构建CRM系统的思路和方法。     

客户关系管理项目的模糊综合评价

客户关系管理(CRM)项目的成功率较低,对企业来说有较大风险,在实施之前,对CRM项目进行评价是十分必要的。通过分析研究,建立客户关系管理项目的综合评价指标体系,提出运用模糊数学对客户关系管理项目进行评价的方法。     

浅谈中国企业客户关系管理系统运行

客户关系管理(Customer　Relationship　Management,CRM)包括两个层次的内容:一是现代的经营管理理念;二是一套软件、系统和技术。在本文中,我们认为,CRM是指企业在以“客户为中心”的现代管理思想的指导下,利用先进的信息技术,通过对客户详细资料的深人分析,通过服务、跟踪和管理客户,来提高客户满意度和忠诚度,从而留住老客户、吸引新客户、提高企业竞争力的手段和方法。本文力图从CRM基本理论的角度出发,希冀加深读者对CRM系统的认识。     

浅谈中国企业客户关系管理系统运行

客户关系管理(Customer Relationship Management,CRM)包括两个层次的内容一是现代的经营管理理念;二是一套软件、系统和技术.在本文中,我们认为,CRM是指企业在以"客户为中心"的现代管理思想的指导下,利用先进的信息技术,通过对客户详细资料的深人分析,通过服务、跟踪和管理客户,来提高客户满意度和忠诚度,从而留住老客户、吸引新客户、提高企业竞争力的手段和方法.本文力图从CRM基本理论的角度出发,希冀加深读者对CRM系统的认识.     

基于CRM理念的质量信息管理

企业以CRM理念实施质量信息管理,提高客户满意度,进而提高核心竞争力。文章阐述了CRM理论并分析质量信息管理与CRM的关系,研究如何以CRM理念指导企业质量信息管理的实施。     

基于CRM理念的质量信息管理

企业以CRM理念实施质量信息管理,提高客户满意度,进而提高核心竞争力.文章阐述了CRM理论并分析质量信息管理与CRM的关系,研究如何以CRM理念指导企业质量信息管理的实施.     

知识发现技术在汽车营销领域中的应用研究

以客户为中心的CRM(客户关系管理)系统在汽车营销领域具有重要作用,它可以帮助企业更好地了解客户的需求,改善企业与客户的关系,提高客户满意度,从而提升汽车营销企业的竞争实力。知识发现技术在CRM中的应用,使得CRM系统向智能化的方向发展,有助于汽车营销企业预测业务发展的趋势,并帮助企业发掘潜在新客户和保留老客户,使企业处于更加有利的竞争位置。     

基于电网公司特点的客户满意度评价体系的设计与实践

近年来,供电服务在国家电网公司战略布局中显得越来越重要,如何做好供电服务也成了供电企业的一项重大课题。通常,大多数供电企业在开展供电服务满意度测评时,均以CSI模型为基础,将客户满意度分为若干个相关指标,综合构成客户满意度指数,能较为客观地反映出供电服务对客户内心期望的满足程度。但是,该模型在指标设计上无法反映出供电企业的地域特点和管理需求,无法为供电服务质量提升提供有针对性的参考依据。国网河北省电力公司以CSI模型为基础,建立基于电网公司特点的客户满意度评价体系,在指标设计上充分融入供电企业的管理需求、供区的现实因素和人文特点,从指标设计、问卷呈现、测评方法等方面建立基于电网公司特点的客户满意度评价体系。     

The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image

This study examines the mediating role of customer relationship management (CRM) quality to better explain the effects of service evaluation variables (service quality, customer satisfaction and customer value) on customer loyalty. The study also investigates the moderating effect of brand image on these mediated relationships. The mediating role of CRM quality on the relationship between the service evaluation variables and customer loyalty is supported. Further, it is found that the indirect effect of customer satisfaction on customer loyalty via CRM quality is stronger when perceived brand image is high than when it is low. The results have implications for relationship managers, brand managers and scholars who use service evaluation and relational metrics to predict customer loyalty.     

商业CRM中的顾客满意度优化模型探讨

摘要：顾客满意度分析是商业CRM(customer relationship management，简称CRM)的重要内容，它不仅反映了商业企业实力与效益，而且反映了商业企业经营管理的本质和服务的核心。本文以商业CRM中的顾客满意度为研究对象，提出了最佳成本条件下的顾客满意度分析与评价体系，包括顾客满意度的描述与评价、质量成本的构成要素、基于质量成本的顾客满意度优化模型等，并结合零售商业企业的实际运行数据对顾客满意度优化模型进行了实证分析。     

Conceptual analysis and implementation of an integrated CRM system for service providers

Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated five-phase model that incorporates elements of CRM, the service-delivery process and customer satisfaction (represented by the extended American Customer Satisfaction Index (ASCI) model). This integrated model of CRM is assessed in an empirical study of 63 leading Taiwanese service firms distributed amongst eight service industries. The implementation levels of various phases of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of this empirical study reveal the strengths and weaknesses of various industries in their implementation of CRM. These results also represent a useful benchmarking reference for service organisations that have lower implementation levels in some CRM practices.     

论企业组织结构重整与CRM的成功实施

CRM的出现是提高客户满意度,保持客户并实现客户与企业价值共贏,是以客户为中心的现代管销理念的一种体现。但CRM实施结果并不令人满意。企业必须转变经营管理理念,要对企业的整体组织结构进行重整,消除各部门之间的沟通障碍,设立客户服务部,同时应把客户满意度作为一个重要指标纳入营销人员的考核体系,最终达到成功实施CRM的目的。     

Understanding the user satisfaction and loyalty of customer service chatbots

The artificial intelligence (AI) chatbot is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. However, little work has sought to assess the quality of service they provide consumers. This study applies the e-service quality by incorporating conversational AI quality to predict users' satisfaction and loyalty to customer service chatbots. The proposed model was empirically evaluated using survey data collected from 219 users responding about their perceptions of customer service chatbots. The findings indicate that AI chatbot service recovery quality and AI chatbot conversational quality significantly influence user satisfaction. On the other hand, core AI chatbot service quality and satisfaction significantly influenced chatbot user loyalty. This study contributes to researchers and practitioners by proposing and evaluating a more comprehensive chatbot e-service quality that combines both fundamental (core service and service recovery qualities) and human-like (conversational quality) aspects of e-service. The results are of value in devising future AI chatbot services and related strategies.     

浅淡顾客满意与服务质量管理

在服务经济时代,企业之间竞争的焦点之一是服务。服务质量的提高也就是顾客满意度的提高。基于顾客满意的服务质量管理已成为现代企业市场竞争的一个重要课题。在探讨了顾客满意与服务质量的内涵、关系及其差距分析模型的基础上,从牢固树立顾客满意度的经营理念,大力推行全面服务质量管理,分析原因、缩小差距,改善服务质量,加强和健全各项服务管理工作等方面提出了加强服务质量管理的方法和途径。     

邮政系统服务质量模糊综合评价研究

邮政系统服务质量取决于各项邮政业务,邮政业务的服务质量取决于顾客的评价。以陕西省为例,利用陕西省邮政服务状况的调查数据对邮政系统服务质量进行了模糊综合评价。模糊综合评价的结果有赖于调查数据的代表性、评价指标体系的完善程度和评价指标的权重。     

The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry

Sales technology has been touted as a primary tool for enhancing customer relationship management (CRM) and thus improving overall customer satisfaction. The marketing, IT, and practitioner literatures make numerous references to the impact of CRM on business orientation and performance. However, according to Richard et al. (2007), not many studies have investigated customer relationship technology adopted by a firm and the impact on relationship development. The aim of this paper is to examine the relative impact of new technologies on improving customer relations and overall customer satisfaction within the sales industry. New technologies have revolutionised the workplace and have become an integral part of organisations throughout the world (Forster, 2000). Driving this revolution are two powerful new forces, cyberspace and computing power. This article defines three key terms which include CRM, customer satisfaction and new technologies and evaluates the impact of these emerging technological developments on relationships and customer satisfaction in a sales force/customer context. Primary research was conducted using two focus groups consisting of nine participants from Britvic. The analysis reveals that technology is both beneficial and essential within the sales force industry for both the sales representative and their customers and provides an insight into the impact of technology on the sales force/customer relationship. The paper concludes with reference to new technologies and the future.     

The interrelationships among service quality,customer satisfaction,and customer loyalty: Examination of the fast-food industry

The purpose of this study was to use customers’ perspectives to develop a conceptual model for improving service quality and enhancing customer satisfaction and loyalty. The 197 samples were selected from customers of leading fast food franchise enterprises in Taiwan. The research results indicate that service quality positively influences customer satisfaction and customer loyalty. Service quality positively influences customer loyalty through customer satisfaction. The research findings indicate that managers need to ensure they have efficient service quality to enhance customer satisfaction and customer loyalty levels.     

Convenience and satisfaction: mediation of fairness and quality

This study investigates the role of service fairness and service quality in the relationship between service convenience types (decision, access, transaction, benefit and post-benefit) and customer satisfaction. Results show that service convenience has a significant positive impact on service fairness. Both service fairness and service quality mediate the relationship between service convenience and customer satisfaction. This study provides useful insights to both researchers and practitioners on the role of service convenience in improving service fairness, service quality and customer satisfaction. Findings of this study contribute to the literature by empirically investigating the impact of service convenience types on service fairness, service quality and customer satisfaction; and by examining the mediating role of service fairness and service quality between convenience types and customer satisfaction.