聚类分析在客户关系管理中的应用研究

客户关系管理和数据挖掘都是近几年发展起来的新兴学科,对现代企业的发展有着举足轻重的作用。聚类是数据挖掘中的典型算法,其中的K-均值算法是最基本的算法,由该算法产生了许多经典而高效的算法。文章对数据挖掘成果进行了归纳,深入研究了K-均值算法,并将其运用在客户关系管理的客户分类中,这对研究数据挖掘中的其他算法是很有利的。     

Temporary teams: current research focus and future directions

Quality & Quantity - Temporary teams quickly adapt to changes in the external environment with members diversity, task importance, and limited time, have attracted more and more attention from...     

Digital transformation: a review,synthesis and opportunities for future research

Management Review Quarterly - In the last years, scholarly attention was on a steady rise leading to a significant increase in the number of papers addressing different technological and...     

实施客户关系管理的阻力与成功因素

文章通过对客户关系管理(CustomerRelationshipManagement,CRM)内涵的阐述,介绍了企业实施客户关系管理的难点和阻力,并指出了实施客户关系管理的成功因素。     

CRM系统实施的关键成功因素

文章针对我国CRM系统实施成功率较低的现状,结合自己的实际工作体会,从企业客户与企业本身两个角度提出了CRM系统实施应当注意的一些问题,分析和探讨了“客户成熟度”及“企业成熟度”对CRM系统成功实施的影响。     

The criticality of risk factors in customer relationship management projects

Customer relationship management (CRM) remains an area of considerable interest in contemporary project management literature, due to its association with high failure rates. This research examined the criticality of four risk factors. Quantitative data analyzed using PASW17 were collected from a sample of 250 CRM project practitioners. Although we found strong evidence to support the focus on these risk factors, which include “user training,” “top management support,” “business strategy and technology alignment,” and “effective project feedback,” the authors found that, although some risk factors may be identified as “critical,” their criticality is dependent on the context of the project.     

Contextualizing employment outcomes in family business research: current findings and future research avenues

Management Review Quarterly - The empirical evidence of family business phenomenon in terms of employment outcomes is contradictory highlighting the micro–macro gap in the existing research....     

Mobilising supplier resources by being an attractive customer: Relevance,status and future research directions

For buying companies, supplier resource mobilisation is an essential process in gaining and sustaining preferential access to supplier resources. This editorial provides insights into the processes of supplier resource mobilisation and introduces three empirical studies on supplier resource mobilisation. We first introduce the supplier resource mobilisation cycle. This cycle may serve as a roadmap for purchasing and supply management (PSM) practitioners seeking to improve access to supplier resources. In addition, this article informs PSM scholars about the status of the supplier resource mobilisation literature and proposes avenues for future research. The cycle includes six stages: (1) becoming an attractive customer, (2) segmenting suppliers, (3) generating supplier satisfaction, (4) becoming a preferred customer, (5) engaging in supplier-oriented actions, and (6) integrating supplier resources. Finally, we introduce the articles in this issue that each examine a different stage of the supplier resource mobilisation process.     

The employment interview: A review of current studies and directions for future research

The employment interview continues to be a prevalent device used by organizations and a popular topic of study among researchers. In fact, over 100 new articles have been published since Posthuma, Morgeson and Campion's [Posthuma, R. A., Morgeson, F. P., & Campion, M. A. (2002). Beyond employment interview validity: A comprehensive narrative review of recent research and trends over time. Personnel Psychology, 55, 1–81] review that are selectively examined and critiqued. During this timeframe, three main areas that have received considerable research attention are discussed: (1) understanding why “structured” interviews predict, (2) examining the constructs interviews may measure, and (3) investigating the applicant and interview factors that may affect the interview process. Despite advances made in our knowledge of employment interviews, numerous ideas for future research are advanced. Three key areas that deserve immediate research attention are: (1) establishing a common model and measurement of interview structure, (2) focusing on what constructs could be or are best measured, and (3) formulating consistent definitions, labeling and measurement of applicant factors. In this way, employment interview research can be advanced.     

Innovation management practices: review and guidance for future research in SMEs

Management Review Quarterly - This article aims to identify the innovation management practices used by companies worldwide and referenced in the scientific literature. This study employed a...     

商业模式与企业绩效：研究现状与发展

本文通过对现有关于商业模式与企业绩效关系研究的梳理和总结可以看出,商业模式是企业绩效差异的重要因素之一,商业模式创新成功会使企业绩效得到极大的改善和提升。文章总结了商业模型领域的研究现状,并进一步提出了未来研究的方向和方法的改进。     

试谈网络营销组合中的第五个“C”——客户关系管理

文章从营销的角度对客户关系管理进行了探索,研究了网络经济时代客户关系管理的重要性,提出了网络营销组合的 5C 模式,对企业如何实施客户关系管理提出了相关建议。     

The state of research on markets for sports betting and suggested future directions

Studies of markets for sports betting can be a rich source of knowledge on the process of price formation and the information content of market prices. But recent research in this field examines questions of a technical nature, questions of interest mostly to active participants in the literature. A change in direction, motivated by creative use of the efficiency hypothesis, may deliver insights that would be valuable to the profession in general. Some preliminary analyses along these lines are presented in the hope of stimulating new lines of inquiry in the field.     

实施零顾客跳槽率管理，提高顾客忠诚

"零顾客跳槽率管理"是指企业与每一个能够给企业带来利润的顾客保持长期关系,不让这类顾客跳槽.顾客跳槽对企业利润的影响远远大于企业规模、市场份额、单位成本以及许多其他与竞争优势有关的因素的影响.     

超越价格--客户关系管理的观点

随着市场管制的不断放松,市场细分不断加强,竞争变得日趋激烈.通过网上检索、分类广告、上门推销、电视、广播、报纸等途径及媒体,顾客的消费行为变得越来越成熟.大量的商业广告促销淹没了企业的声音,吸引新客户越来越难了;同时竞争者以更低的价格、更优厚的条件不断地引诱企业现有的客户,留住现有的客户也越来越难.     

顾客价值管理探析

当前,对于顾客价值的研究日趋深入.但是,顾客价值最关键最具现实意义的就是实现企业的顾客价值管理.对于企业而言,实施顾客价值管理是一项艰巨的任务,而成功的顾客价值管理无疑可以为企业营造新的竞争优势.     

基于回款期设计的客户管理库存策略

分析了有固定回款期的客户管理库存和随机回款期的客户管理库存两种类型,揭示了其运作机理、适用范围和实现机制。