客户关系管理的运作原则

客户关系管理（Customer Relation—Ship Management）作为企业分析客户资源的重要系统，是通过客户细分来组织企业满足顾客需要的行为，是加强客户与企业联系的手段，是提高企业赢利、收入和增强顾客满意度的商业策略。客户关系管理的主要内容有：细分客户市场、确定客户关系、建立客户档案、加强交流和沟通及重视客户反馈意见等。     

简析国有商业银行客户满意度提升策略

当前，我国国有商业银行客户满意度研究中还存在很多现实问题和理论探索上的不足。对此，笔者拟采用文献分析．对比分析等方法进行深入研究，从研究“国有商业银行客户满意度提升策略”这一目标出发，找寻商业银行的客户满意度理论基础．摸清相关领域的研究现状，进而为我国国有商业银行提供一套适合国情的、成体系的客户满意度提升策略。     

快递企业客户价值定位研究

从了解客户感知角度出发,分析隐藏于客户满意度后面的客户价值观,并尝试对其分类或者定位,进而探讨对于具有不同价值观基础的客户群之服务运营策略及快递企业竞争力路径。     

快递企业客户价值定位研究

从了解客户感知角度出发,分析隐藏于客户满意度后面的客户价值观,并尝试对其分类或者定位,进而探讨对于具有不同价值观基础的客户群之服务运营策略及快递企业竞争力路径.     

基于实证分析的JY市邮储银行客户满意提升策略研究

随着全球经济一体化进程的加快,银行业竞争日趋激烈,客户已成商业银行的战略性资源,客户满意度目前已成为影响商业银行竞争力的关键因素。基于实证研究,对JY市邮储银行的客户满意度进行测量与分析,并从服务理念、特色与定位、产品与服务创新等方面提出了JY市邮储银行客户满意的提升策略。     

到底应该让哪些客户满意？

如果不能深刻理解客户满意度的内在涵义，并运用有效的策略方法，保险公司为提升客户满意度而倾注的精力和资源，也许只是“打水漂”罢了。     

基于实物期权的延迟策略CODP投资决策分析研究

制造企业实施延迟策略的目的是为了塑造柔性的竞争优势。以过程自由度和过程知识量为维度，分析了延迟策略实施过程中客户订单分离点（CODP）存在的可能性，针对延迟策略CODP定位的特点，利用实物期权的思想，划分了延迟策略实施过程中存在的期权种类，构建了基于延迟期权的CODP投资决策模型，研究结果为实施延迟策略的制造企业定制时机提供了理论指导。     

基于客户价值和感知服务质量的电力客户分级服务模式

传统的电力客户分类偏重于客户的社会价值，忽视了其经济价值，不利于客户满意度和供电企业社会及经济效益的提升，并提出了针对不同级别客户的差异化服务策略。     

3PL客户满意度的动态模糊综合评价模型

指出现有第三方物流（3PL）客户满意度（CSI）评价模型忽视了评价过程中的动态性、模糊性因素，存在很多缺点，动态模糊综合评价法模拟评价指标的动态性和模糊性，减少人为因素的影响，评价结果可以反映评价目标的动态发展趋势．且可以指导第三方物流服务质量的改进，最后通过对某第三方物流企业客户满意度的综合评价验证了该方法的有效性和实用性。     

如何留住她的心

厂家急需通过一套既可“知己”亦可“知彼”的客户满意度管理工具来指导满意度工作，才能使满意度提升更具效益。现如今，我们常常会听到客户这样的感叹：曾经啊，那个牌子／那家公司的服务很好。而企业也常有这样的困惑：我一直在努力做，钱花了一大把，但为什么还是不能留住她（客户）的心。     

The effect of an ambidextrous supply chain strategy on combinative competitive capabilities and business performance

This study investigates the influence of an ambidextrous supply chain strategy on manufacturers’ combinative competitive capabilities – the ability to excel simultaneously on competitive capabilities of quality, delivery, flexibility, and cost – and, in turn, on business performance. Drawing upon March's (1991) notions of exploration and exploitation, an ambidextrous supply chain strategy is conceptualized as a simultaneous pursuit of both explorative and exploitative supply chain practices. We operationalize this concept as a second-order latent construct that captures the co-variation between exploration and exploitation within the context of a manufacturer's supply chain management strategy. Using survey-based data gathered from 174 U.S. manufacturers, we find that an ambidextrous supply chain strategy coincides with combinative competitive capabilities and business performance. Our empirical finding contradicts conventional wisdom that argues for tradeoffs between exploration and exploitation. Instead, our empirical results are in line with an emerging complementarity view advocating that supply chain managers build practices to gain operational efficiency while simultaneously searching for opportunities to gain operational advantages. In addition, we provide insights regarding the role of combinative capabilities in mediating the relationship between an ambidextrous supply chain strategy and business performance.     

供应链协调的若干问题探讨

供应链能够正常运转的关键在于供应链的各成员之间的协调,协调有助于确保供应链的各成员都能够采取提高总体利润的措施．避免出现局部利润提高而总体利润受损的现象。从供应链失调的原因出发,分析供应链失调对经营业绩的影响以及供应链协调中的障碍,分别从激励机制、信息沟通、提高业绩、定价策略和建立战略伙伴关系五个方面提出了相应的解决方法．得出从供应链和协调两个方面入手进行有效的供应链协调的结论。     

The effects of innovation–cost strategy, knowledge, and action in the supply chain on firm performance

Despite the importance of supply chains within today's economy, we know little about how the knowledge of supply chains can contribute to superior performance at the firm level. Building on the resource-based view, knowledge-based view and strategic choice theory, we develop hypotheses linking two knowledge-driven supply chain phenomena (i.e., knowledge development capacity and intellectual capital), innovation–cost strategy, and action to firm-level performance. Using survey and archival data from 489 firms, we found that performance is influenced by how well knowledge development capacity and intellectual capital efforts complement alternative chain strategies. More specifically, each strategy type requires different constellations of knowledge development capacity and intellectual capital to enhance action and create superior firm performance. These results highlight the importance of supply chain phenomena for firm-level performance, and more broadly, the value of supply chains as a competitive weapon in contemporary firms.     

不确定条件下供应链的柔性和绩效研究框架

在供应链动态和复杂的环境不确定性条件下,柔性成为了有效的竞争手段,并可以对供应链绩效进行持续改进。所以,提升供应链的柔性越来越受到理论界和业界的关注。在参考相关文献的基础上,给出了供应链柔性的内涵,并分析供应链在不同的生命周期阶段所体现的柔性能力,探讨在环境不确定性条件下供应链柔性战略决策和发展,进而提出基于环境不确定性条件下供应链柔性和供应链绩效的研究框架。     

供应链战略绩效管理实施及其关键因素分析

供应链战略绩效管理的实施是一项系统工程,需要经过精心的统筹规划,科学合理的安排才能发挥出最佳的效果。文中对供应链战略绩效管理实施中包含的8个因素进行了较详细的阐述。同时,也对影响其全局发展的关键因素的主要内容、相关关系进行了分析。     

基于神经网络的装备供应链绩效评估研究

从影响供应链战略目标的三个关键因素入手,结合装备供应链特点,建立了装备供应链绩效评估指标体系;依据神经网络原理,建立了用于装备供应链绩效评估的LMBP神经网络评估模型;并通过实例分析和仿真,结果表明,该评估模型合理、有效、可行。     

The role of control power allocation in service supply chains: Model analysis and empirical examination

In complex and competitive business environment, there have been many examples of supply chain members fighting for power. Therefore, researchers have begun focusing on the impact of control power allocation on the supply chain. This paper examines the allocation of power in different service supply chain relationships, analyzing the impact of service level on optimal control power allocation and comparing the differences between the optimal power distribution in service supply chains and that of manufacturing supply chains. We adopt a mathematical model building method to discuss this issue, verifying the theoretical perspectives through empirical studies of China's largest state-owned logistics company, the China Railway Company, and the private ownership enterprise, Tianjin SND Logistics Company. We also develop a conceptual model of the influence of control power on the performance of service supply chains, based on the modeling and case analysis. The conceptual model shows several results: the control power allocation determines the dominant structure of the supply chain; the service provider's wholesale pricing strategy and the service integrator's sales price strategy present different outcomes under various dominant structures of the supply chain, which will greatly affect the performance of the corresponding supply chain; and the relationship between the supply chain dominant structure and the price can be adjusted by the service level.     

基于RFID技术的物联网对于牛鞭效应的减弱

通过分析牛鞭效应产生的原因,发现其妨碍供应链高效运作的瓶颈。针对这一问题,构建合理的物联网系统,以及对应的基于RFID技术的智能仓储系统,使连续性盘点策略的效率大大提高,将信息在仓储环节的滞后降到最低,从而有效地减弱了牛鞭效应。     

库存-运输整合优化的仿真分析

库存-运输整合优化问题（ITIO）是供应链协调的重要方面,是将供应链中的库存和运输问题综合分析,以期降低供应链成本,提高供应链绩效,实现库存和运输的协调。本文探讨了仿真方法在库存一运输整合优化战略层面的应用,并进行了实证分析。     

网络环境下图书馆供应链管理策略研究

从社会需求的拉动、科技进步的推动和竞争发展的需要三个方面分析了网络环境下图书馆实施供应链管理的动因,阐述了图书馆供应链系统的模式和特点,并在此基础上提出了网络环境下建设互动共享的管理文化、重组业务流程、建立供应链信息管理平台、构建合理的人力资源体系、完善供应链管理绩效评价等图书馆供应链管理的基本策略。