一个以顾客价值为中心的组织结构框架

A Customer-centered Corporation Framework

本文指出 ,以知识为基础的经济正在改变着企业的组织和机制 ,企业由产品导向转为顾客导向的同时面临着组织转型的挑战。在分析了顾客价值的含义及驱动因素之后 ,提出了一个以顾客价值为中心的组织结构框架 ,以使企业灵活、迅速地适应不断变化的需求 ,同时指出管理好顾客关系将成为长期赢利的关键。

This paper indicates that the new economy is changing the corporation organization and mechanism. This makes it inevitable that management will shift its focus from Product Equity to Customer Equity. After analyzing the Customer Equity and its drivers, it proposes a customer centered organization framework with which the corporation can apply to the rapidly changing environment. It also points out that managing the relationship with the customer is the key thinking to get the long term value of the firm.