市场细分终极化和大规模定制营销

知识经济时代,客户追求差异化产品和服务的欲望越来越强,成本和质量已不再是制胜的关键因素,企业竞争的焦点集中在如何对越来越分散、日益扰动的市场做出灵活而快速的响应,更好地满足多样且定制化的客户需求。大规模定制是在信息时代为了适应新的市场环境而提出的一种新的生产范式,它试图以大规模生产的低成本和高效率,为单个或小批量客户定制任意数量的产品和服务,以无限的产品外部多样化满足每个客户的个性化需求,大规模定制有助于企业全面提高对市场需求变化的适应能力,是企业未来竞争战略的发展方向。     

岗位解读之客服专员篇——客服专员的职务说明书

现代企业的竞争已由原来单纯的产品竞争逐渐向多元化的服务竞争快速过渡因此，为客户提供服务的最前沿人员——客服专员，占有极其重要的位置。     

企业价值链与价值链会计探讨

一、引言随着网络经济、知识经济和经济全球化的发展,企业所面临的竞争环境发生了巨大的变化,企业的竞争重点、竞争范围和竞争内容发生了根本的变化。首先,企业的竞争核心从提供价低质优的产品竞争转变为争取客户最大满意度的服务竞争,现代服务手段已成为企业制胜的关键。其次,     

时代力维CRM整装待发

一、行业背景 随着竞争的日益激烈,企业的产品和服务本身已经不存在很大差异,谁能领先掌握客户的动向、加强与客户的联系,谁就能取得市场优势,立于不败之地。客户关系管理和发掘将帮助企业针对不同的客户进行客户识别、分类、建立不同的联系以及确立针对性的产品和服务,也就是所谓“一对一经营”。它将帮助企业获得对客户的全面观察,从而使客户与企业的关系以及企业从客户身上获取的利润得到最优化。     

加强应收账款管理,保障企业自身利益

正在竞争激烈的市场经济中,企业要生存发展,有业务有收入是关键。投资者经营企业,一般会关注企业的产品、技术和服务。怎样让企业的产品得到客户的认可,保持竞争优势,吸引客户,扩大销售额,是每个企业管理者经营的重点。而在市场经济中,企业为了取得销售收入就会采取多种方式促进销售,赊销是重要手段之一,赊销产生了应收账款。     

加强应收账款管理，保障企业自身利益

在竞争激烈的市场经济中，企业要生存发展，有业务有收入是关键。投资者经营企业，一般会关注企业的产品、技术和服务。怎样让企业的产品得到客户的认可，保持竞争优势，吸引客户，扩大销售额，是每个企业管理者经营的重点。而在市场经济中，企业为了取得销售收入就会采取多种方式促进销售，赊销是重要手段之一，赊销产生了应收账款。     

培养企业核心竞争力

现代企业在市场上的竞争优势越来越为人们所关注,它主要分低成本竞争优势和差异型竞争优势。差异型竞争优势主要是通过向客户提供独特而优异的使用价值,包括产品的优异性能、可靠度和满意的服务等,进而实现产品和服务附加值的不断提高。差异型竞争优势取得的基础是技术的不断提升,质量     

精益供应链

本文重点探讨精益生产理论在供应商、客户和合作伙伴所组成的供应链网络中的应用,使供应链本身能够快捷地响应产品需求变化,使企业在无法预测的持续、快速变化的竞争环境中生存、发展并扩大竞争优势。     

浅析蓝海战略对中国企业的借鉴意义

目前中国的企业普遍挣扎于以竞争为基础的“红海”中,企业广泛运用竞争战略通过价格战进行拼杀。蓝海战略的提出旨在转变这种依靠相互搏杀取得优势的竞争方式,通过开发潜在需求和新型市场形成企业优势。在对蓝海战略进行理论阐述的基础上,得出应从创造品牌、客户链、互补性产品或服务客户的功能性和情感性诉求中发现蓝海,从而赢得企业持续、健康发展。     

营销理论的新发展:客户关系管理(CRM)理论

随着竞争的日益激烈 ,企业的产品和服务本身已经很难分出优劣 ,谁能把握客户的需要 ,加强与客户的联系 ,谁就能取得竞争的优势 ,立于不败之地。这是最新的营销理论的核心思想 ,为更多的管理者和研究者能够了解和认识客户关系管理理论提供一点思路。     

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.     

关系维持对顾客与自助服务技术关系构建倾向的影响

近年来,大数据、互联网、人工智能的应用推动了自助服务技术的快速发展,传统的顾客与服务人员的互动越来越多地转变为顾客与自助服务技术的互动。能否依靠顾客与自助服务技术的关系促进顾客持续使用,已经成为自助服务营销成败的关键。为阐明自助服务关系维持策略对顾客构建关系倾向影响的作用机制,基于社会交换理论和关系营销理论,以旅游网站为研究对象,选取536名在线自助游顾客作为被试进行实证研究。研究发现,旅游网站资源互补性、服务质量、新颖性的相互作用构成关系维持策略,关系投资和关系质量是关系维持策略对顾客构建关系倾向影响的完全中介变量。因此,旅游网站为更好地与顾客构建关系,一要注重关系维持策略在顾客关系管理中的应用,注重资源互补性、服务质量、新颖性等使用价值的增强与完善,这是促使顾客持续使用网站旅游服务资源的核心与关键;二要注重关系维持策略的整体性和系统性,从提供完整服务包的角度出发,对资源互补性、服务质量和新颖性进行运营管理,传统网站新服务项目的开发以及新兴网站旅游资源的建设已经成为目前旅游网站吸引顾客的关键;三要注重关系维持策略的营销,将营销宣传的关注点从形象宣传转向功能宣传,通过加强顾客对关系维持策略中资源互补性、服务质量和新颖性的功能认知,增强顾客对旅游网站关系投资和关系质量的感知,进而提高顾客与旅游网站构建关系的倾向。     

The Effect of Requests for Positive Evaluations on Customer Satisfaction Ratings

In order to focus service employees’ attention on delivering high levels of customer satisfaction, many companies directly reward (or punish) employees who deliver high (low) levels of satisfaction as reported in companies’ formalized satisfaction measurement processes. As a result, many frontline service employees attempt to influence their customers’ satisfaction evaluation by specifically asking them for positive ratings on surveys completed after the service encounter. Using psychological reactance theory, this research considers the impact of requests for positive evaluations on customers’ satisfaction and future intentions. The results indicate that customers who were asked to provide a positive evaluation actually report lower levels of satisfaction compared to customers who were not asked. The results also indicate that the request for positive evaluation has a negative influence on customers’ repurchase intentions and positive word‐of‐mouth intentions, but only for customers who had a more internal locus of control compared to those with a more external locus of control.     

商业银行代理保险业务风险防范刍议

近年来,受利益驱动影响,保险业与银行业的合作关系日趋密切,银行代理保险业务呈井喷式增长,在代理保险业务发展过程中,商业银行还存在经营机构不具备资格、欺诈误导、强制投保以及账外收付手续费等违规行为。分析商业银行代理保险业务在法律、产品、管理、操作等方面存在的风险,可以有针对性地提出风险防范的措施。     

The effects of relational bonds on online customer satisfaction

The purpose of this empirical study is to investigate the effects of relational bonds on online customer satisfaction using gender and time horizon as moderators. The findings are three-fold. First, the financial and structural bonds have positive impacts on online shoppers’ satisfaction; however, the social bond does not. Second, the financial, social, and structural bonds have more positive impacts on female, than male, customer satisfaction. Third, the financial bond is more successful in strengthening customer satisfaction for short-term than for long-term customers; however, the structural bond is more important for long-term than for short-term customers.     

奖励类型与调节聚焦对顾客推荐意愿的影响研究

文章旨在研究推荐奖励计划中奖励类型（享乐性赠品和实用性赠品）和调节聚焦（趋进型和规避型）对顾客推荐意愿的影响。结果表明：在推荐奖励计划中,具有不同调节聚焦属性的顾客,其推荐意愿也存在差异。具体来说,与规避型顾客相比,趋进型顾客的推荐意愿较高。此外,调节聚焦与奖励类型对顾客推荐意愿存在交互作用。具体来说,对于趋进型顾客来说,与实用性赠品相比,当奖励为享乐性赠品时,其推荐意愿较高;而对于规避型顾客来说,与享乐性赠品相比,当奖励为实用性赠品时,其推荐意愿较高。最后,文章为企业制定推荐奖励计划提出了几点建议。     

Customer demotion in hierarchical loyalty programmes

Hierarchical loyalty programmes are popular in many service industries, as a means to tie customers to the company and improve customer relationships. In these programmes, customers obtain more benefits if they spent more but are demoted if they spent less. This study focuses on demotion and suggests that customer demotion can have an asymmetrical negative effect on customers' trust, commitment, and loyalty. The effect appears strongest for demoted customers with an external locus of causality. An experimental study also shows that customer loyalty is lower for demoted customers than for customers who were never elevated.     

The relative impact of advertising and referral reward programs on the post-consumption evaluations in the context of service failure

This study investigates the differences in the post-consumption evaluations of customers acquired through advertising and RRPs in the context of service failure. The three laboratory experiments demonstrated that when a service failure happens, customers acquired through RRPs will have more positive post-consumption evaluations than those acquired through advertising. This effect is mediated by customers’ attribution the failure as a one-time event. In addition, this study revealed that the buffering effect of RRPs relative to advertising only exists when the tie strength between the referrer and the referred is strong or the failure severity is low. This research not only extends the literature on the service failure and the comparative effects of different marketing methods, but also provides feasible suggestions for the enterprises to design marketing activities and do more effective failure recovery.     

Managing retention

To build this process it is necessary to consult customers for preferences, build familiarity and knowledge to build a relationship and conduct business in a customized fashion. The process takes every opportunity to build customer satisfaction with each customer contact. It is an important process to have, since customers today are more demanding, sophisticated, educated and comfortable speaking to the company as an equal (Belk, 2003). Customers have more customized expectations so they want to be reached as individuals (Raymond and Tanner, 1994). Also, a disproportionate search for new business is costly. The cost to cultivate new customers is more than maintaining existing customers (Cathcart, 1990). Other reasons that customer retention is necessary is because many unhappy customers will never buy again from a company that dissatisfied them and they will communicate their displeasure to other people. These dissatisfied customers may not even convey their displeasure but without saying anything just stop doing business with that company, which may keep them unaware for some time that there is any problem (Cathcart, 1990).     

基于口碑效应的客户终身价值改进模型

本文认为,客户终身价值(CLV)模型是客户关系管理的核心,企业决策者应将有限的资源投放到最有价值客户身上,保持和提高这些客户的价值,为企业赢得长远利益。文章在剖析前人客户终身价值模型的基础上,建立了基于口碑效应的客户终身价值改进模型,更客观地反映了客户消费行为,提高了客户终身价值模型预测的准确性。通过改进模型计算可以知道,满意客户因为积极的口碑效应使自身客户价值放大,不满意客户因为消极的口碑效应使自身客户价值缩小。