论顾客服务与企业的核心能力——以通讯制造业为例

On Customer Service and Enterprise’s Core Competence

明确了通过顾客服务培育企业核心能力的必要性,并对顾客服务的涵义、特点、目标和过程进行了详细分析,提出了建立顾客服务竞争优势的途径.最后,以通讯制造业为例,论证了培育企业核心能力的措施.

For the beginning, the article expounds the necessity of fostering enterprise's core competence through customer service. Thien it discusses the definition, character, object and process of customer service in detail. It also points out the methods to set up competition advantages of customer service. At last, the article puts up with the measures of fostering enterprise's core competence based on communications manufacturing.