SOM模式下延迟策略实施对客户价值创造的影响

从客户知识管理和客户价值创造集成的视角,分析了在服务型制造环境下,延迟策略实施的客户订单分离点(CODP)上游如何有效地收敛、聚类群体客户的显性知识及其对客户价值创造的影响,CODP下游如何显化离散客户的隐性知识并在客户全程参与下实现自身价值创造的最大化,最后从售前、售中、售后全面构建了面向服务型制造的延迟策略实施对客户价值创造的影响机理模型。

From the integrated perspective of customer knowledge management and customer value creation, the paper first analyzes how customer order decoupling point （CODP） upstream which implements postponement strategy converges and clusters the explicit knowledge of group customers effectively and exerts influence to customer value creation in the service-oriented manufacturing environment, and then analyzes how CODP downstream manifests the tacit knowledge of discrete customers and realizes the maximum of their own value creations under the overall involvement of customers. Finally, the paper builds the impact mechanism model of postponement strategy for SOM to customer value creation comprehensively from the view of prc-sale, sale and after-sale.