电子商务环境下客户价值评价模型研究

本文分析了在电子商务环境下对客户价值进行评价的必要性,在传统的客户价值评价指标的基础之上结合电子商务的特点提出了电子商务环境下的客户价值评价指标,并且结合层次分析法,构建出电子商务环境下的客户价值评价模型.     

电子商务环境下客户价值探讨

电子商务渠道的迅速发展,给企业竞争提供了新的环境。在电子商务环境下,客户的价值超出了以交易额、交易次数等指标为依据的传统客户价值的计算或判断,客户E价值越来越受到电子商务企业的重视。包括流量、增值服务互动等指标成为了电子商务环境下客户价值的重要体现。     

基于电子商务的客户价值评价初步研究

企业的经营活动由原来的以产品为中心的商业模式转向以客户为中心的商业模式,客户成为企业获得利润和竞争优势的重要资源。本文通过分析客户价值与企业电子商务战略目标的关系,提出了电子商务环境下客户价值的六种特性,并将客户价值细分为六个方面,并依此构建了电子商务环境下企业客户价值评价指标体系;最后,对电子商务环境下客户价值的评价。     

数据挖掘技术在电子商务环境下客户评价中的应用研究

随着电子商务技术飞速发展,电子商务环境下客户评价成为制约电子商务发展的关键问题。结合数据挖掘技术,本文首先阐释了数据挖掘的含义,并从数据挖掘技术的角度对电子商务环境下客户评价问题进行探讨,并提出了有效的应对策略。     

数据挖掘技术任电子商务环境下客户评价中的应用研究

随着电子商务技术飞速发展，电子商务环境下客户评价成为制约电子商务发展的关键问题。结合数据挖掘技术，本文首先阐释了数据挖掘的含义，并从数据挖掘技术的角度对电子商务环境下客户评价问题进行探讨，并提出了有效的应对策略。     

电子商务环境下客户忠诚的探究

随着电子商务的深度发展,传统商务模式下的客户发生了很大的变化,客户非常容易流失,甚至是满意的客户,只有忠诚的客户才能保证企业长期的利润。所以,在电子商务环境下,如何通过有效地评价客户忠诚度,发现企业自身不足和客户需求,指导生产和经营,来提高客户忠诚度,已经引起了广泛关注。     

电子商务环境下顾客忠诚度培养策略探讨

在迅速变化发展的电子商务时代,如何培养忠诚客户,成为电子商务成功的关键。结合我国目前电子商务现状,对电子商务环境下顾客忠诚的障碍因素及驱动因素进行分析,阐述电子商务环境下培养顾客忠诚的策略。     

电子商务环境下的客户满意研究

本文首先阐述了电子商务与客户满意的内涵,接着分析了电子商务环境与客户满意的关系及影响客户满意的因素,最后提出在电子商务环境下如何有效提高客户满意度。     

电子商务环境下客户忠诚的研究

本文阐述了客户忠诚的内涵,并对客户忠诚进行了经济学分析,指出了电子商务环境下客户忠诚的特点,找出了影响客户忠诚的因素,对电子商务环境下建立和巩固客户忠诚提出了解决办法,对于全面认识和把握电子商务环境下的顾客忠诚具有积极的意义。     

数据挖掘在电子商务客户关系管理中的应用

有效及时的处理客户信息,并挖掘出客户的消费倾向,实现精确营销成为电子商务时代氽业的关注.本文主要阐述数据挖掘在电子商务环境下客户关系管理中的具体应用及应用步骤,用实例说明了电子商务客户关系管理中数据挖掘的应用价值.     

电子零售商顾客满意度模型的构建

随着信息技术的发展和顾客消费观念的快速转变,电子零售业得到了高速发展,而顾客满意度测评也成为电子零售业客户价值管理的重要手段。传统购物环境下的顾客满意度模型无法有效应用于电子零售业的管理,必须结合电子零售业的特点,构建出一个包含产品、服务与系统三大要素的新的顾客满意度测评模型和计量方法及指标,从而为电子零售商提供一个客观、科学的客户价值管理参考资料。     

面向AFH客户分类主题的数据仓库的构建

近年来,随着客户关系管理（CRM）在商业运作中的巨大成功,其管理理念及价值被越来越多的企业所重视。在电子商务环境下,一对一营销正在受到企业的青睐。以客户为中心的思想,要求企业要能够有效地获取客户的各种信息,识别客户与企业之间的关系。文章在分析数据仓库特点的基础上,以客户平均购买额（A）、购买频率（F）和客户保持时间（H）作为客户价值细分变量,实例化构建了某食品连锁销售企业面向AFH客户分类主题的数据仓库。应用结果表明,新的AFH客户分类模型具有很强的表征性,能充分反映客户的当前价值（贡献度）和增值潜力（忠诚度）,能为企业提供有效的决策支持信息。     

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。     

Assessing Customer Satisfaction in a V-commerce Environment

This article describes the design and implementation of a non-intrusive method of assessing customer satisfaction in a voice-enabled electronic commerce environment. After recording a customer's speech voice during his or her interaction with a voice-enabled Web system (VWS), a subsequent questionnaire survey was immediately administered to identify the satisfaction level of the customer. Afterward, a collection of recorded customer voice files and the corresponding values of customer satisfaction were used to construct an artificial neural network-based expert system, the satisfaction level assessment system (SLAS), which was thereafter integrated into VWS for automatically detecting the satisfaction level of VWS users. Experiments were performed to test the feasibility and applicability of the proposed method, and good preliminary results were derived. Instead of using the conventional questionnaire-based approach, SLAS is non-intrusive because it does not require users to fill out any questionnaire. The proposed method can be used by various voice-based business applications, such as call centers and customer relationship management, to achieve the business objective of improving customer satisfaction, enforcing customer loyalty, increasing re-purchase rate, and enhancing enterprise's benefits. The proposed SLAS (including method and system) that was filed for patent application was recently approved by the Taiwan Intellectual Property Office under Patent No. I268478.     

Customer Experience Management in Retailing: An Organizing Framework

Survival in today's economic climate and competitive retail environment requires more than just low prices and innovative products. To compete effectively, businesses must focus on the customer's shopping experience. To manage a customer's experience, retailers should understand what “customer experience” actually means. Customer experience includes every point of contact at which the customer interacts with the business, product, or service. Customer experience management represents a business strategy designed to manage the customer experience. It represents a strategy that results in a win-win value exchange between the retailer and its customers. This paper focuses on the role of macro factors in the retail environment and how they can shape customer experiences and behaviors. Several ways (e.g., promotion, price, merchandise, supply chain and location) to deliver a superior customer experience are identified which should result in higher customer satisfaction, more frequent shopping visits, larger wallet shares, and higher profits.     

Understanding business customer value in a retail environment: a scale development study

Our study has two primary objectives. First, we intend to contribute to the understanding of critical success factors retailers need to consider when aiming for the growing target group of business customers. To this end, we develop a new scale for measuring business customer value in a retail environment, based on a literature review and in-depth interviews with scholars and decision-makers from retail, wholesale and market research in Germany, Switzerland and the UK. Second, we examine the relative importance of the dimensions of business customer value through a combination of statistical techniques, such as exploratory factor analysis and confirmatory factor analysis. We determine that business customer value should be measured along seven dimensions. In descending order of relative importance, these are: conditional value, value of business services, value of personal care, value of assortment quality, value for money, value of assortment size and variety and emotional value. Retailers from different branches of trade, such as food, DIY, electronics or office supplies, are provided with strategic guidelines that will help attract business customers.     

浅析电子商务中客户关系管理之发展

电子商务时代是社会生产能力与商品过剩的时代,客户存在极大的商品选择空间和余地,而且表现出"个性化"需求特征。企业要在新时代里生存,电子商务是不可避免的。网络社会的竞争优势来自吸引和保持客户的能力,所以电子商务环境下的客户关系管理成为当今企业追求的目标。     

顾客资产质量评价探析

顾客是企业经营的核心,在顾客经济时代,顾客资产对企业价值创造的贡献作用日益凸显,将顾客资产作为企业战略资产进行管理,对顾客资产质量进行评价,可以帮助企业更加高效的管理顾客资产这项战略资源,在顾客资产方面形成持久的竞争优势,提升企业核心竞争力,满足企业长期良好发展的需要。研究顾客资产的质量,把握顾客资产质量特征,对顾客资产进行客观分析与评价,可以为企业顾客资产的管理提供决策支持,最优化企业顾客资产,最大化企业价值。对于企业而言,顾客资产质量的评价基于对顾客资产信息的详细记录。我国企业目前电子化信息建设尚不完善,这为企业准确评价顾客资产质量,加强顾客资产管理造成了难以逾越的障碍。     

Utilizing the access value of customers

Customers are critical resources for the success of any business, not only because they bring in sales and profits directly, but also because of their access value in a world that is becoming increasingly interconnected. However, the mechanisms by which the customer access value may be exploited and the implication for management has not been well understood. Access value can be defined as the worth of utilizing patrons for further marketing and sales of value-added or third party products. The access value, which mainly results from the aggregation of the customer base and customer data, is essentially a corporation's internalized asset. This article shows that the size of the customer base and the extent of engagement have a significant impact on the customer access value. To develop and gain the benefits of customer access value, traditional business models often need to be transformed: firms and platforms should provide free or subsidized products to attract people and then embed value-added products to make money. The success of the new business model depends on not only the right pricing and product strategies, but also an embedding strategy.