浅谈客户关系管理中的核心客户管理

随着经济的全球化,企业之间竞争日趋激烈.为了在激烈的竞争中生存和发展,企业把竞争的焦点从提高产品或服务质量竞争转向了客户的竞争,只有与客户建立和保持一种长期稳定的合作关系,才能使企业不断扩大市场占有率,稳步提高收入.核心客户关系管理在这样的形势下被管理界所重视.     

管理信息系统与企业管理变革

在科学技术飞速发展和充满竞争的市场环境下,信息已成为企业的主要资源之一,是组织运行的基础,也是企业利用现代化管理的理念和方法进行高效管理的基础.现代企业在面对不断变化的外部环境,面对不断出现的关乎企业生存的挑战时,几乎所有的企业都选择了管理信息系统作为提高自己的竞争能力、保持竞争优势的基础性支撑.     

基层管理浅析

随着企业间竞争的日益激烈,企业对基层管理人员综合素质的要求也在不断地加强,基层管理者的水平高低将直接影响企业发展状况,这就给企业的基层管理者带来了巨大的压力和挑战.本文对企业基层管理存在的主要问题进行了分析,并在分析基础上提出了提高企业基层管理的几点建议.     

烟草行业生产成本管理与控制探析

随着烟草行业竞争逐渐由企业的竞争提高到烟草工业的竞争,生产企业的规模日益扩大,且实力也在不断提高,烟草行业中的任何一个企业均面临强劲对手带来的巨大挑战,生存与发展的压力不断增大。对此,烟草生产企业只有加强成本控制、减少消耗,才能节约生产成本,从而持续发展下去。接下来就对烟草行业生产成本管理与控制的原则、措施进行具体的分析和探讨,旨在为最大限度控制烟草行业生产成本提供参考。     

价值链管理模式下的企业财务管理分析

伴随着全球化进程的不断加快,经济形势日趋复杂,企业之间的竞争逐渐朝着更加激烈的方向而不断的发展,为了提高企业当前的综合实力,在企业发展时要转变以往的发展思路,注重认识财务管理在企业发展中的重要性作用,不断的提高整体的发展水平。基于价值链管理模式下,构建新型的企业财务管理制度,解决在以往财务管理工作中的弊端,全面的提高企...     

劳动用工管理在强化人力资源管理中的运用

随着社会经济、文化、科技全方位的发展,社会对人才的需求不断增加,企业之间的人才竞争也愈来愈激烈.如果企业要稳定、高速、可持续的发展,科学的人力资源管理体系就不可或缺.因此,本文主要分析企业劳动用工管理在企业人力资源管理中的作用、发展现状和问题,并提出相应的方案和建议.     

论企业市场营销管理中出现的问题及对策

随着我国社会的不断发展和进步,经济水平也得到了显著的提高,因此市场上各个类型的企业不断涌现出来,这也导致其中的竞争逐渐激烈,企业想要在激烈的竞争中更好的生存和发展,以此获取越来越多的经济效益,还需要在根本上加强企业市场营销过程中的管理工作水平。市场营销一般情况下是跟随市场环境不断变化的,主要就是为了能够满足消费者的需求,完成产品生产和加工的目的。所以在企业发展过程中,市场营销的管理工作好坏直接关系到企业的竞争状况,因此,做好市场营销管理,对于企业未来的发展有着非常重要的意义。     

如何推进企业财务管理的业财税融合

随着我国市场经济的不断发展,企业在新时期下遇到的挑战和机遇具有复杂性的特征,为了提高企业当前的竞争实力,在新时期下要逐渐转变发展的重点,积极推进业财税的融合,为今后的发展提供重要的服务.在实际工作中相关企业要不断完善自身的财务管理模式,并借鉴其他企业的管理经验分析在以往业财税管理工作中存在的风险,并提出完善的应对策略,...     

论战略成本管理的特征及其动因

随着全球市场竞争的加剧和竞争环境的变化,企业战略地位在竞争中日益恶化,为了取得竞争优势,一种全新和管理方式一战略成本管理正日益为世人所瞩目.本文拟就战略成本管理的特点,及其动因和在我国的应用等方面略抒看法,就教于会计界同仁,以促进我国企业成本管理水平的不断提高.     

浅析民营企业人力资源管理与开发

进入知识经济时代,人力资源已经成为企业最重要的竞争资源。随着中国市场经济的不断深化,企业竞争日趋激烈,人力资源作为最具活力、最具发展前景、最具收益的战略资源,成为企业参与竞争和谋求发展的主导因素。民营企业要想在激烈的竞争中获得生存和发展,关键是科技和人才的竞争。     

客户关系管理认识上的七大误区剖析

人们对客户关系管理(CRM)的认识还存在一些偏差,可以概括为七个方面:把客户关系管理等同于一套软件系统;认为中小企业难以承担客户关系管理的费用,不宜实施;对客户关系管理的投资回报期望存在偏差;认为客户关系管理是营销人员的事情;认为客户关系管理就是"一对一营销";对客户关系管理与企业资源计划管理(ERP)的关系认识不清;客户关系管理对象的认识误区.     

Overcoming the “recency trap” in customer relationship management

Purchase likelihood typically declines as the length of time since the customer’s previous purchase (“recency”) increases. As a result, firms face a “recency trap,” whereby recency increases for customers who do not purchase in a given period, making it even less likely they will purchase in the next period. Eventually the customer is effectively lost to the firm. We develop and illustrate a modeling approach to target a firm’s marketing efforts, keeping in mind the customer’s recency state. This requires an empirical model that predicts purchase likelihood as a function of recency and marketing, and a dynamic optimization that prescribes the most profitable way to target customers. In our application we find that customers’ purchase likelihoods as well as response to marketing depend on recency. These results are used to show that the targeting of email and direct mail should depend on the customer’s recency and that the optimal decision policy enables the average high recency customer, who currently is virtually worthless to the firm, to become profitable.     

在商业配送中心实现客户关系管理

现代社会的激烈竞争使企业从过去对产品的关注逐步转变为对客户的关注。商业配送中心也不例外。商业配送中心实施客户关系管理的战略转移就在于从“重配送”向“重客户”转变；要求员工务必重视服务理念，学会沟通并具备相应的技术水平；其技术要求应适应开发CRM所采用的技术；其运行过程应有利于发挥引入客户关系管理（CRM）的最大效用。     

Offshore outsourcing of customer relationship management: conceptual model and propositions

Customer relationship management (CRM) refers to a firm’s activities for establishing and maintaining relationships with its customers. Outsourcing refers to a firm’s contracting with another firm to perform activities that were erstwhile performed within the firm. The emergence of a low cost, high speed, global communication network and information processing network has enabled an increasing number of firms based in more industrialized market economies to outsource specific elements of their CRM to offshore vendors located in countries with significantly lower labor costs. Building on scholarly insights from multiple literature streams, we present a conceptual model delineating the antecedents and consequences of CRM offshore outsourcing intensity. We also provide a literature overview of the determinants of location choice decision for offshore outsourcing, an issue that is closely linked to the offshore outsourcing decision. The growing trend toward offshore outsourcing of CRM serves to highlight a number of issues that merit careful managerial consideration. In this context, we highlight supply-side versus demand-side effects of CRM offshore outsourcing, the economics of CRM offshore outsourcing versus CRM automation, CRM offshore outsourcing versus CRM offshoring, and the evolution of hierarchical CRM organizations toward market based CRM business systems, and other issues.     

网络经济条件下的客户关系管理—CRM

网络营销中并非所有的顾客都有利可图;客户关系一体化是企业从客户关系中获得共生价值的重要手段;购买仅仅是企业与顾客间关系建立的起点而非终点;设法使不满意的客户重新回心转意;建立企业与客户群体间的即时互动关系.     

Managerial decision making in customer management: adaptive, fast and frugal?

While customer management has become a top priority for practitioners and academics, little is known about how managers actually make customer management decisions. Our study addresses this gap and uses the adaptive decision maker as well as the fast and frugal heuristics frameworks to gain a better understanding of managerial decision making. Using the process-tracing tool MouselabWEB, we presented sales managers in retail banking with three typical customer management prediction tasks. The results show that a majority of managers in this study are adaptive in their decision making and that some managers use fast and frugal heuristics. Usage of adaptive decision making seems to be mainly driven by low objective task difficulty, the use of fast and frugal heuristics by experience. While adaptive decision making does not impact predictive accuracy, usage of fast and frugal heuristics is associated with proportionally greater use of high predictive quality cues and a significant increase in accuracy. Hence, the existing skepticism concerning heuristics should be questioned.     

The role of customer service in determining customer satisfaction

Most consumer satisfaction/dissatisfaction research is focussed either on identifying product classes and personal/usage characteristics associated with dissatisfaction, or is focussed on modelling the psychological processes underlying the phenomenon. Most retailers, on the other hand, focus only on handling customer complaints. This paper focuses on retailer controllable sources of customer dissatisfaction. Findings from a large scale Canadian survey of 982 cases of recent automobile buyers show that while there are some differences in the determinants of consumer satisfaction among four different car models, it is the dealer-related factors that exert the greatest effects. Specific implications are highlighted for the retailer’s attention and possible retail responses are discussed.     

The theoretical underpinnings of customer asset management: A framework and propositions for future research

Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework, called CUSAMS (customer asset management of services), that enables service organizations (1) to make a comprehensive assessment of the value of their customer assets and (2) to understand the influence of marketing instruments on them. The foundation of the CUSAMS framework is a careful specification of key customer behaviors that reflect the length, depth, and breadth of the customer-service organization relationship: duration, usage, and cross-buying. This framework is the starting point for a set of propositions regarding how marketing instruments influence customer behavior within the relationship, thereby influencing the value of the customer asset. The framework and propositions provide the impetus for a research agenda that identifies critical issues in customer asset management. Ruth N. Bolton (ruth.bolton@owen.vanderbilt.edu) is a professor of marketing in the Owen Graduate School of Business at Vanderbilt University. Her current research is concerned with high-technology services sold to business-to-business customers. Her most recent work in this area studies how organizations can grow the value of their customer base through customer service and support. Her earlier published research investigates how organizations’ service and pricing strategies influence customer satisfaction and loyalty, as well as company revenues and profits. She has published articles in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, theJournal of Service Research, Marketing Letters, Marketing Science, and other journals. Katherine N. Lemon (katherine.lemon@bc.edu) is an associate professor in the Wallace E. Carroll School of Management at Boston College. Her current research investigates the antecedents and consequences of customer-firm relationships. In addition, her research examines relevant metrics for measuring and managing the value of customer relationships. Her earlier published research investigates how emotional reactions (such as anticipated regret) inflence customer retention decisions. She has published articles in theJournal of Marketing, theJournal of Marketing Research, theJournal of Service Research, Marketing Science, theJournal of Product Innovation Management, and other journals. Peter C. Verhoef (verhoef@few.eur.nl) is an assistant professor of marketing in the School of Economics at the Erasmus University in Rotterdam, the Netherlands. His main research interest is customer asset management. He has also done research on other topics, such as waiting times, private labels, and out-of-stocks. He has been a visiting professor at the Tuck School of Business Dartmouth College in fall 2003. He has published a wide variety of articles in journals such as theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, Marketing Letters, theJournal of the Academy of Marketing Science, and theJournal of Consumer Psychology.     

Improving customer profit predictions with customer mindset metrics through multiple overimputation

Journal of the Academy of Marketing Science - Research and practice have called for the incorporation of customer mindset metrics (CMMs) to improve the accuracy of models that predict individual...     

“非典”紧催政府危机管理

政府危机管理是指在某些特殊的紧急情况下，政府出于国家安全、社会秩序或公共利益的需要，为摆脱公共管理领域发生的重大危机事件，而采取一系列果断措施的过程。一个完善的危机管理机制应该包括危机发生前的监测预警机制、危机发生后的快速反应机制、以及总结评估机制等环节。同时，政府危机管理还应注意建立健全相关组织机构，制订完善相关法律法规，强化政务公开，加大投入力度，严格责任追究制度等。