从满足客户需求到超越客户需求

“做好服务,难就难在不断保持并升华顾客满意度。”2001年春季服务万里行活动前夕,实达电脑设备有限公司客户服务部经理简智贤一语道破了服务的玄机。对于很多厂商来说,服务是一个很不轻松的话题,尤其是象外设服务这种客户要求极高的行业性服务,企业除了提供产品,经常还需要配上整套的解决方案,客户对服务的满意度直接影响着企业     

客户需求差异化与商业银行定制营销

传统的大众营销模式已难以适应市场竞争的需要，商业银行必须在营销方面实现变革。定制营销是在具有创新精神的组织和管理结构、先进的信息技术和柔性智能技术、多技能且被授权的人员等资源的支撑下，以大众营销的成本和速度，为单个或小批量客户定制任意数量的产品或服务，用多样化的产品满足多样化的需求，有助于商业银行全面提高对市场需求变化的适应能力，是商业银行未来营销模式的发展方向。     

民生银行:个性化信息化服务始于客户

作为全国首家主要由非公有制企业入股的全国性股份制商业银行,民生银行从1995年成立起就是法人治理结构比较完善的银行,不像国有商业银行还要背着历史包袱迈过股份改制的坎儿,算是轻装上阵,加之其处处以国际化范本为目标,因此在信息化应用方面较有先知先觉。     

浅谈银行业竞争中的个性化服务问题

本文以银行业竞争中的个性化服务问题为主要分析及研究对象,从目前银行锁定客户的竞争方式出发,就银行摆脱同质化严重的问题、为什么要提供个性化服务及如何找寻高中端客户服务需求等方面进行分析与阐述,梳理出银行能够提供的若干个性化服务内容,希望以此来提高高中端客户对银行的依赖度、忠诚度、贡献度,确保个性化服务手段先进的银行在竞争中立于不败之地。     

胡征成：网银理财要主动顺应客户需求

中国农业银行湖北三峡分行胡征成2014年4月25日来稿指出,基层行应该考虑如何顺应客户需求,更有力地推广网银理财,在吸引客户的同时,进一步提升客户营销价值,实现银客双赢。     

重视客户需求提升服务满意度

现如今客户需求具有多样性和多变性的特点,通过对客户真实需求的分析,通信运营商可以针对性提供通信服务。提升服务满意度,提高客户忠诚度,创造更好的经济效益和社会效益。     

农信社17万网银客户交易额达2000亿

<正>云南省农村信用社自2011年全面开通网上银行业务以来,通过加大营销宣传和体验试推广,让广大城乡客户由逐步认识、体验、接受并切身体验到网上银行业务带来的极大便利。截至2012年12月7日,云南省农村信用社网上银行个人客户达到16.5万户,企业用户达1.13万户,交易额顺利跨越2010.2亿元大关,标志着农信社服务"三农"的能力和水平显著增强,全省客户(特别是边远贫困地区的农民客户)只要能够上网,就可到遍布全省城乡的2450余个农     

一切源于客户OptiPlex核心价值满足客户需求

商业用户对于产品的要求往往最为苛刻,然而戴尔一贯坚持倾听客户声音的企业理念在商务产品中却得到了最为突出的体现。     

中信网银：让客户用着舒服

早在2000年7月,中信银行就推出了网银,为适应市场和客户需求变化,近几年来中信银行多次对网银系统进行改版升级,通过友好的操作界面和强大的服务功能带给客户全新的体验。“让客户用着舒服”是中信银行网银的设计理念,我就是受到这一富有人性化的理念吸引而成为中信银行网银用户的。     

阳光品牌耀新年——光大银行为客户提供全方位优质服务

2009年,面对复杂多变的国际、国内经济金融形势,光大银行稳步推进经营发展战略,着力巩固经营优势,加强风险管理,提高服务质量,各项业务实现积极较陕发展,基本实现了“一年奋力起步”的阶段性发展目标,并取得累累硕果。“最具成长性银行”、“中国银行业杰出服务奖”、“年度最佳理财产品发行银行”、中国本土银行网站本土竞争力排名“最佳创新活力奖”等诸多荣誉的背后,代表的是光大银行及其各个团队长期以来持久、卓越的创造能力。     

Electronic customer care: The innovative path to e-loyalty

In this paper, the authors argue that the use of an electronic customer relationship management system (eCRM system) enables traditional ‘physical’ customer proximity to be substituted by ‘digital’ proximity, within the scope of a multi-channel approach. This method of substitution presents enormous potential for cost reduction, profit maximisation and customer loyalty. The main intention of the paper is to illustrate how electronic customer care tools can be used to create customer e-loyalty in the field of private internet banking. The knowledge is supported by findings of a questionnaire survey based on a sample of 45 bank experts involved in eCRM and private internet banking in Germany, Austria, Switzerland and the USA. This empirical study of the capability of electronic customer care technologies to enable individual customer banking relationships in the private internet banking field demonstrates the potential for customer loyalty specifically for the internet channel of distribution.     

Online marketing: Segmentation and targeted customer strategies for the Web

The Internet and other electronic channels are enabling a radically different interface between the customer and organisation. This paper argues that too many practitioners in this environment have failed to recognise its primary role as a channel and have been seduced into believing, wrongly, that the medium itself is enough to create a motivational customer proposition. The paper then goes on to describe an approach for a sustainable model based on well-established best practice customer management principles. Finally, it concludes with an example of how real and virtual channels can be used in such a model in a way that each is used to deliver what it is best suited for.     

Relationship marketing in the financial services industry: The importance of customer education,participation and problem management for customer loyalty

The effectiveness of relationship marketing efforts in services selling is to a large extent dependent on customers' commitment to increase the depth and breadth of their relationship with the organisation. In this study, we seek to extend current thinking by presenting a model that examines the relative importance of customer education, participation and problem management in driving customer loyalty. To test the relationships between these variables, we use data collected from 1,268 clients of a global financial services firm. Overall, the results support the hypothesised model and show customer education to be the strongest determinant of client loyalty. Current findings provide implications for multi-product financial institutions that are of theoretical and practical interest alike.     

Planning for tourism: Research needs in a growth industry

Will tourism become the world's largest single industry by the year 2000? Although business travel is determined mainly by the economic climate, the volume of pleasure travel is influenced by a range of factors: to clarify and quantify their effects, further research is necessary. Despite the current low level of tourism promotion, most people regard holidays as necessary. As working hours decrease, tourism will increase. Energy shortages will probably result in ‘organised’ rather than individual tourism. The redistribution of tourist flows from traditional destinations to the less developed countries is likely to occur. Government involvement may increase, particularly if the social role of tourism is recognised.     

Accounting for organizational performance: The construction of the customer in the privatized water industry

The concept of the customer exercising market power to obtain the desired combination of attributes in terms of price and quality of the product to be purchased has been integral to the Conservative Government's justification of privatization. However the practical import of giving effect to customer sovereignty was problematic if it was not accompanied by an increase in competition and choice for customers. This is particularly true of the recently privatized Water industry, where the monopoly character of the industry has remained unaltered. To give effect to its claims that customers would benefit, and to prevent overcharging and to protect standards of service, the Government had to introduce a new regulatory system operated by the Office of Water Services (Ofwat). In pursuing these objectives the Director General of Ofwat has stated that his aim is to secure for the customer a place that he/she would have were the companies operating in a competitive market. This paper, drawing on Miller and Rose's analysis of Governing economic life, examines the attempts that have been made to give effect to this “place for customers”. In doing so much of the analysis focuses on exploring how notions of “the customer”, and “customer service”, have been constructed through new forms of accounting and accountability, and how this new accounting for customer service has enabled the concept of “the customer” to be made operational within the newly privatized Water plcs, even though their monopoly status has remained unaltered. Central to this has been Ofwat's determination of performance indicators on levels of service to customers, its measurement of company performance against these indicators, and assessments based on these measures of companies' success in “serving customers”. The paper seeks to demonstrate how these new accounts of organizational performance required of the Water plcs by Ofwat have only been made possible by rendering “customer service” a calculable and comparable entity. The paper also looks at some of the ways in which this accounting for customer service has been incorporated into other accounts of managerial and organizational performance.     

PMIS:中国现代化支付业务管理的利器——访中国人民银行清算总中心副主任李德功

近几年，人民银行在深化改革的同时，认真履行金融服务职能，在应用现代信息技术和服务理念创新、改进金融服务方面倾注了巨大精力。中国现代化支付体系的建设运行，为中国金融机构适应社会主义市场经济和经济全球化创造了重要基础条件。随着2005年6月大额支付系统和2006年6月小额支付系统相继完成全国推广，“建立统一、高效、安全的支付清算系统”的基础设施目标已基本实现。2007年5月8日，作为中国现代化支付体系中重要的组成部分——支付管理信息系统（PMIS）也开始正式在全国上线试运行。[第一段]     

What comes after the welfare state?: A post-welfare development path for the UK

One vision of post-industrial society projects a sane, humane, ecological future. Achievement of this requires societal transformation of almost unprecedented dimensions. This paper offers a preliminary exploration of how changing directions to this kind of future would affect social welfare and social services in the UK. Current community activities which may help accelerate change in local futures are outlined.