基于客户价值评价的客户细分

随着以客户为中心的商业模式的出现,客户成为企业最重要的资源。然而,在整个客户生命周期上有不同的客户价值。其中,客户当前价值决定了企业当前的盈利水平,客户长期潜在价值关系到企业的长远利润,因此,对客户价值进行正确评价并以此进行客户细分对提高企业效益具有重要的研究意义。从客户的当前价值和潜在价值两个方面,建立了一个客户价值评价指标体系,给出了客户价值评价流程,并应用该评价指标体系通过算例对客户价值进行计算,由此对客户进行了细分。     

企业客户资本的细分和增值研究

从分析客户资本的含义和特征入手,阐述了企业客户资本管理的环境,客户资本细分,客户资本的衡量和客户共同学习的策略,提出了企业客户资本增值的新思路。     

移动通信业客户保持策略探讨

国内移动通信行业竞争日益加剧,移动运营商正面临严重的客户流失问题,客户保持工作显得更为重要。本文界定了客户保持的内涵和客户流失的表现形式,分析了移动通信业客户保持的必要性及客户流失的原因,并提出了确立长远的战略目标、调整建立新的组织结构、合理利用定价手段、建立以客户品牌为核心的品牌管理机制和注重提升客户感知价值等客户保持的策略。     

差异化客户细分模型的建立和应用

企业可以从不同的视角对客户进行细分,以前大多数从销售的角度对客户进行细分,难以充分反映客户的价值。本文从客户的价值和客户与企业的战略匹配度两个维度将客户区分为战略客户、利润客户、潜力客户和普通客户,并阐述了模型的应用。     

基于客户满意度提升的拓展质量屋构建研究

客户满意是企业"以客户为中心"运营思想的最终体现,客户期望和客户感知是影响客户满意度的重要指标。客户感知的好坏取决于产品是否能真正满足客户的期望需求。然而,客户视角与技术视角对客户需求的理解存在很大差异,这种差异性的产生使得企业在生产设计产品时容易引起客户需求与技术需求之间转化产生偏差。文章分析了质量屋工具在客户需求映射中的重要作用,进而构建了拓展的质量屋模型,通过增加对客户需求的聚类等功能,以实现客户需求和技术需求之间更为准确的映射,帮助企业生产真正满足客户需求的产品,提升客户满意度。     

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。本文提出基于客户价值的电力客户分类方法,将客户用电贡献、客户用电规范性、客户合作等三个维度作为分类标准,以此全面衡量客户价值。针对现有电力客户服务中的不足,借鉴顾客服务感知质量理论,从可靠性、响应性、保证性、移情性和有形性等五个方面构建了电力客户服务策略组合,并提出了针对不同级别客户的差异化服务策略。     

面向知识挖掘与价值创造的客户投诉管理

客户消费心理的理性化和个性化趋势使得企业为满足客户的需求而需要一个相对稳定、有效的客户知识的获取渠道。通过该渠道,企业与客户之间进行有效的沟通和互动,获取客户知识并对客户需求做出及时的响应。文章分析了客户投诉管理对于客户知识获取的重要意义,提出强化客户投诉管理的组织改进策略,并对客户投诉管理的作用机制和技术实现分别进行了研究。     

如何提升保险公司呼叫中心客户满意度

随着我国国民经济的增长和人民生活水平的日益提升,保险公司获得了蓬勃的发展。为了提高保险公司的客户满意度,呼叫中心起到了非常重要的作用,为维护客户、服务客户做出了巨大的贡献。现阶段,很多呼叫中心已将提高客户满意度作为运营目标的首位,并积极的进行客户满意度调查,却遍寻不到正确的方式。将对客户满意度进行分析,并探寻影响客户满意度的原因,对提高呼叫中心客户满意度的方法进行研究。     

基于客户终身价值和客户忠诚度的电信客户细分研究

讨论了基于客户终身价值的客户细分方法。针对电信企业的客户特点,提出了一个基于客户当前价值、客户潜在价值和客户忠诚度的三维电信客户细分模型;并针对不同的细分群体提出相应的保持策略,以便电信企业能够合理地配置其资源,提高企业效益。     

客户关系管理中的客户信息系统研究

企业实施客户关系管理的关键在于客户信息系统的构建,探讨了客户的概念及其类型,提出了客户信息的概念,在此基础上设计了客户信息系统。     

“网银”对我国商业银行发展的作用

"网银"是电子银行业务的重要代表,它是商业银行为适应互联网时代客户不断提高的要求而产生的新型金融服务方式。发展网银已经成为商业银行应对金融全球化扩展的必要手段,本文客观分析网银在我国银行业发展中的重要作用。     

Indirect Convertibility,Equity‐Based Banking and Financial Stability

Banking reform proposals put forward in the wake of the recent financial crisis maintain that equity‐based banking would be stable and would prevent bank runs. This article argues that complementing this form of banking with an indirect convertibility monetary standard and thereby dispensing with base money would enhance financial stability further. Banks would not hold a distinctive asset (base money) that would be called upon by customers at short notice, thereby removing the possibility of bank runs. No discrepancy in value between the two sides of a bank's balance sheet would arise as its assets (securitised loans) would be marked to market. Unlike other recent contributions, the intermediation model outlined here is not ‘limited purpose’ in nature as banks would not be restricted in the form of lending activity they can pursue. Common sources of banking and financial instability – liquidity risk, solvency risk, moral hazard – would be absent.     

Financial stability indicators and public debt developments

This paper investigates the inter-linkages between financial stability and fiscal policy. It analyzes the effect of selected financial stability indicators on the probability of future debt deterioration, controlling for several macroeconomic variables. We find significant evidence that a fragile banking system can put at risk public finances. Weak bank profitability, low asset quality and a weak capital base increase the fragility of the banking system, thus, raising the probability of future fiscal troubles.     

The Glass–Steagall Act in historical perspective

Implementation of Volcker's Rule requires a historical perspective on the original Glass–Steagall Act of 1933 that separated commercial banking from investment banks in the United States. Like the Dodd-Frank legislation, the Banking Act of 1933 was passed before full analysis of the financial crisis was possible. The intended consequences of Glass–Steagall made Federal deposit insurance feasible by limiting entry of new banks while preserving unit banking. The unintended consequences, however, cut off access by small- and medium-size enterprises to external finance and also reduced the capital base for investment banks. Despite these harmful effects, the American economy did recover eventually.     

On the monetary policy in an economy with banks endogenously creating money

This paper attempts to employ a microeconomic model (industrial-organization approach to banking) to formalize the concept that banks in an economy may also unilaterally create money, at least initially, rather than passively multiplying the base money exogenously issued by the Central Bank in the money creation process. It shows that in equilibrium, banks may indeed create money (bank deposits) when making loans without relying on the newly issued base money from the Central Bank. Instead, the endogenously created money by banks would cause the Central Bank to endogenously adjust base money to hit the target policy interest rate.     

基于主成分分析的银行业上市公司投资价值评价研究

如何进行投资决策一直是证券投资者关注的问题,特别是面对上市公司纷繁复杂的财务指标,投资者往往更会显得无所适从。因此,获取一种有效的分析方法,也就成为投资者在实际操作中不断深入探索的目标。在搜集沪、深两市14家银行业上市公司9项财务指标数值的基础上,运用的主成分分析法进行投资价值的评价;对这14家银行业上市公司进行综合评价并排序,从而试图寻找一种科学而合理的上市公司投资价值决策方法。     

我国网上银行的发展与监管

网上银行的出现给传统银行业带来了巨大的冲击,网上银行以其自身的特定优势迅速蔓延导致一场全球范围内银行业网络化革命,文章紧紧围绕我国网上银行的发展状况以及监管问题,对我国网上银行面临的问题进行分析和探讨。     

The effect of banking market structure on the volatility of growth of manufacturing sectors in developing countries

I explore the effect of banking concentration and banking competition on the volatility of the growth of value added of manufacturing sectors in the developing countries. In this paper, I bring together two strands of literature, one that discusses the effect of financial intermediation on volatility of growth and another one that discusses the effect of banking concentration and competition on credit access. Following the industrial organization literature, I look at the effect of banking competition and banking concentration on the volatility of manufacturing sectors separately. I find that banking concentration has a dampening effect on the volatility of growth of the industries. On the other hand, I find that as banking competition increases, the volatility of the growth of industries increases, also.     

中国银行业效率研究综述

回顾国内银行业效率研究的最新进展，介绍目前国内在银行效率研究中广泛应用的前沿分析方法，总结近年来银行效率的研究结论，并对两类前沿分析方法的研究成果进行了对比和评价，同时还对影响银行效率的因素进行了分析。     

Political Interests and the Emergence of Commercial Banking in Transition Economies*

abstract This paper examines how interactions between government agencies and banking organizations led to the emergence of commercial banking in the Czech Republic and Hungary during the 1990s. We rely on interviews with bank managers at six large banks, government officers, and experts at other organizations to learn how actions based on different political ideologies shaped the banking field. We integrate prior research on institutional change, political interest, and transition economies to describe the emergence of commercial banking. Three important problems characterized commercial banking in the two countries: the disposal of bad loans, the privatization of banks, and the establishment of banking services. We argue that the solutions to these problems based on the changing political interests of organizational actors and regulators represent the phases of institutional development in commercial banking during the 1990s. Implications of our research are discussed regarding the political perspective of organizational fields in transition economies.