摘要
增加顾客价值是提高顾客满意度的有效策略,但当前措施仅仅以企业为中心,忽略了顾客的积极作用。本文从“顾客中心的管理”要求出发,通过分析顾客与企业存在的价值认知缺口,提出全面顾客参与能够有效地消除这种认知缺口,从而实现它们之间的价值融合。
Adding customer value is rega/ded as an effective tactics to enhance customer satisfaction,and nowadays all efforts are enterprise-centered but ignore customer as a active role. ＂Customer-centered management＂ requires all operational activities should take customers＇ competence into account,and then can discover value gap between enterprise and customer.This paper concludes that Total Customer Participation can fill up the value gap between enterprise and customer.
出处
《价值工程》
2007年第7期56-59,共4页
Value Engineering
关键词
顾客中心的管理
全面顾客参与
价值融合
customer-centered management
total customer participation
value integrated
