基于顧客價值的客戶關系管理研究.pdf

1、河北大學碩士學位論文基于顧客價值的客戶關系管理研究姓名：李麗華申請學位級別：碩士專業(yè)：企業(yè)管理指導教師：郭子雪20090501AbstractAbstractInthemodemmarketsituation，enterprisesaretakingplaceinthelivingenvironmentofenormouschangeThemarkethasturnedformsupplierorientedtocustomer—ori

2、entedEnterprisesareonlyputthecustomerasanassetwiththemanagementconceptof”customer—oriented”responserapidlyandsatisfytheircustomers’personalizedandchangingdemand，createvalueforcustomers，canbeabletosurviveanddevelopinthefi

3、ercemarketcompetitionCustomerRelationshipManagement(CRM)isadevelopingmanagementconceptfitforthiscircumstanceCRMisaprocessofthevaluecreationandexchange，thecoreofwhichismakingvalueforcustomersCRMbasedoncustomervalueistomak

4、eenterprisesreallyestablishthe”customercentered”philosophyEnterprisescanenhancethecustomersatisfaction，establishlongtermlastingrelationswiththeircustomersandenhancetheefficiencyoftransactionsthroughtheunderstandingofcust

5、omervalue，thecustomervalue。Sactuationfactors，andimprovingCRMstrategiesUltimatelyenterprises’competitivepowerwillbeenhancedintheneweconomyenvironmentandultimatelyachieveawinwinbusinesswiththeircustomersTheconcernedcustome

6、rvalue’Sresearchachievementalsowasoutstandinginrecentyears，buthasnotformedacompletetheoreticalsystemThecustomervalue’Sdefinitionhadthedifferentmeanings，stressedthatthecustomercreatevaluefortheenterprise，butitisaquestionu

7、rgentlywaittobesolvedthathowtocreatevalueforthecustomer，howtomakecustomervalueandenterprisevaluefusedandachieveawin—winsituationTherefore，thepaper—aresearchonCRMbasedoncustomervaluediscussestheintensionandfactorsofcustom

8、ervaluefromadevelopmentperspectiveandelaboratestheCRMstrategiesbasedoncustomervaluefromanewangleofviewMeanwhile，thepapercarriesontheappraisaltoCRMimplementationeffectusingcustomerdegreeofsatisfaction，SOthatenterprisestru

9、lyrealize”takethecustomerasthecenter，createvalueforcustomers，andthenrealizethevalueofthebusinessThepaperalsotakescommunicationsequipmentmanufacturerasallexample，constructsamodeltotestcommunicationsequipmentmanufacturer’S