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文章阐述了客户关系管理系统(CRM)的基本理论,分析了柴油机制造业特点,实施CRM的总体构架及可带来的效益。 相似文献
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Eunjin Kim Byungtae Lee 《Journal of Organizational Computing & Electronic Commerce》2013,23(3):153-172
Analytical customer relationship management (CRM) systems make firms more informed than ever about their customers. This further gives firms the ability to serve customers selectively in a way that ensures retaining profitable customers and eliminating unprofitable ones. However, when firms of products/services with network effects decide to eliminate unprofitable customers, they may face the risk associated with firing them, which is user-based shrinkage. This risk incurred as a result of network effects has been widely neglected in CRM literature. In this study, considering this risk, we investigate when firms can eliminate unprofitable customers in the competitive market with network effects and consumer switching costs, which often co-exist with network effects, using a game-theoretic model of a duopoly. Our results show that it is not desirable for firms to fire unprofitable customers in the presence of strong network effects or sufficiently low consumer-switching costs. Otherwise, firms can fire unprofitable customers and benefit from the ability to eliminate them. An interesting point is that competing firms can be better off when both have the ability to eliminate unprofitable customers in the presence of moderate switching costs and small network effects. 相似文献
145.
证券业客户细分模型构建及实证研究 总被引:1,自引:0,他引:1
对比国内外证券业市场客户关系管理应用现状,在客户行为细分和客户生命周期理论的基础上,结合K-means聚类算法和商务智能技术,提出基于K-means聚类方法的中国证券业客户分层分级细分模型,并结合具体案例,进行了实证研究,证券公司可以据此推出个性化营销策略。 相似文献
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Thanos Papadopoulos Udechukwu Ojiako Maxwell Chipulu Kwangwook Lee 《Project Management Journal》2012,43(1):65-76
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. 相似文献
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基于SSH多架构Web系统设计及其应用 总被引:2,自引:0,他引:2
基于采用B/S结构CRM系统的优点,介绍了Struts、Spring、Hibernate等轻量级框架的基本特征和相关集成技术,提出一套基于SSH多架构Web系统设计的整合方案,可实现Web系统的分层设计及多层开发的低耦合。然后将此整合方案应用于CRM综合应用网站的开发中,并验证了整合方案具有可行性和诸多优点。 相似文献
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我国商业银行客户关系管理战略结构模型实证研究 总被引:10,自引:1,他引:9
张同健 《技术经济与管理研究》2009,(6):106-108
随着我国银行业市场竞争的加剧,客户关系管理已日益成为商业银行提升自身市场竞争能力的有效工具。商业银行客户关系管理战略结构模型的构建是商业银行进一步提高客户关系管理效率的基础,而理论模型的构建过程必须以密切联系于我国商业银行的客户关系实践经验。因子分析可以为理论模型提供较好的信度和效度检验,从而提高了理论模型的应用价摘。 相似文献
149.
Linking marketing capabilities with profit growth 总被引:1,自引:0,他引:1
Neil A. Morgan Rebecca J. Slotegraaf Douglas W. Vorhies 《International Journal of Research in Marketing》2009,26(4):284-293
Profit growth is one of the primary drivers of a firm's stock price and therefore is a clear priority for managers. Yet little is known about how a firm's marketing capabilities may be linked with its profit growth. In this study, we use data from a cross-industry sample of 114 firms to investigate how market sensing, brand management, and customer relationship management (CRM) capabilities determine firms' revenue growth and margin growth—the two components of profit growth. Our results reveal that these marketing capabilities have direct and complementary effects on both revenue and margin growth rates. Critically, we find that brand management and CRM capabilities have opposing effects on revenue and margin growth rates, such that a failure to examine these two underlying components would mask the relationships between these marketing capabilities and ultimate profit growth rates. 相似文献
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