汽车营销中CRM的应用分析

众所周知,"客户就是上帝"已经逐渐为现代企业所认识,为了适应这种以客户为中心的商业模式,企业将客户作为其重要的无形资产,通过采取CRM等多种方式对客户进行维护和管理,提高了企业员工对客户的快速反应和反馈能力,并以此提高客户对本企业产品和服务的满意度和忠诚度,同时为企业创造最大利润率。本文首先引入了CRM的概念,并在此基础上,通过对汽车营销过程中CRM的必要性研究和恰当的应用分析,得出了在汽车营销中CRM仍是一件出奇制胜的法宝,是汽车制造商以及经销商开拓市场、提高利润的利器。     

企业赢得理性顾客的能力分析

商业环境的急剧变化,企业面临着更大的不确定性和复杂性,买方市场下的顾客行为日趋理性,企业赢得理性顾客成为生存发展之道.文章基于当今环境下的理性顾客的界定,阐述竞争环境与理性顾客的关系,分析企业赢得理性顾客所需的能力,期待为我国企业的经营管理提供一些思路.     

数据挖掘在银行CRM中的应用

随着市场经济竞争的不断加剧,信息对银行的生存和发展起着越来越重要的作用。在科技高速发展的今天,面对雪崩式增长的庞大海量信息,银行通过手工方式很难对客户数据的分布找出规律,并进行分析决策,必须借助相应的数据工具,发现客户数据中隐藏的规律或模式为银行的决策服务。银行建立以客户为中心的服务体系,对于维系老客户,争取新客户,挖掘黄金客户,增强市场竞争能力有重要的意义。     

我国呼叫中心发展面临的问题和分析

近年来,有利于呼叫中心发展的因素逐渐增多。我国呼叫中心市场已经启动并给企业带来了直观的经济利益,但在发展中仍然存在着定位不准,运营管理水平滞后、缺乏人才和激励机制等问题,需要尽快加以解决。     

客户关系管理与知识管理的集成研究

客户关系管理的发展趋势之一是将企业积累的知识融入到前端管理的各个环节中,采用规范的方法来增强市场活动的有效性,从而保证销售队伍的战斗力,维持客户对服务的满意度。知识经济条件下企业客户关系管理与知识管理的集成,能增加企业对客户信息的分析和契合的深度。     

试论基于CRM的供应链管理创新

基于CRM的供应链管理的核心是整个供应链均以顾客为中心,实施客户关系管理.供应链管理创新过程中,CRM理念为其提供了新的理念基础、组织基础、技术基础.用CRM理念优化再造业务流程,通过构建内外部供应链各节点单位紧密的协作关系,来整合客户的信息资源,并在整个供应链中实行客户信息和资源的共享,提高供应链对需求的响应能力,在为顾客创造价值的同时,也为企业自身及其供应商创造价值.     

Strategic Corporate Philanthropy: Addressing Frontline Talent Needs Through an Educational Giving Program

Corporate philanthropy describes the action when a corporation voluntarily donates a portion of its resources to a societal cause. Although the thought of philanthropy invokes feelings of altruism, there are many objectives for corporate giving beyond altruism. Meeting strategic corporate objectives can be an important if not primary goal of philanthropy. The purpose of this paper is to share insights from a strategic corporate philanthropic initiative aimed at increasing the pool of frontline customer contact employees who are performance-ready, while supporting curriculum development and infrastructure improvement for selected university business programs, creating a win-win situation for the company and the universities. This paper will address three objectives. First, we will examine the evolution of strategic philanthropy from the traditional view to its current position as a strategic option. Second, we will address the recruitment of front line talent needs (customer facing jobs in sales, customer service, and marketing) based on the profit maximization model of strategic philanthropy. Finally, we will offer conclusions and issues for future research.     

CRM and the bottom line: Do all CRM dimensions affect firm performance?

Successful firms often endeavour to assure competitive advantages through the relationships with their customers. Consequently, customer relationship management (CRM) has become of pivotal importance to many firms. This study investigates the effect of each CRM dimension on the performance of hotels. We found that in general hotels should aim to improve CRM capabilities because it has a positive effect on firm performance. Contrary to some previous assumptions, CRM investments did not result in positive performance. These findings are important as hotels strive to allocate resources to improve relationships with customers.