Study of Customer Relationship Asset Management from the People-oriented Perspective

With the advent of the knowledge economy and information age in the 21st century,the relationship between managers,the managed personnel,and customers has undergone tremendous changes.In order to meet the needs of the development of the times,the business management has gradually turned to the study of people,and humanistic management has become one of the important factors influencing the sustainable development of enterprises.This paper came up with people-oriented management approaches and countermeasures for enterprises from corporate culture,customer satisfaction and loyalty,balance sheet management,customer database establishment,and improvement of the rate of return of customer relationship assets.

Value judgment and reflection on the customer relationship management in domestic tourism projects

From the concept of the customer relationship, this article analyzes the current difticulties, and puts forward the value judg- ment and the optimal path of the customer relationship management in the domestic tourism projects. In order to make the discussion more concrete, this paper will take the ＂rural tourism projects in Phoenix City＂ as the object of study. Through the heterogeneity and coordina- tion, establish the value judgment, and the optimization measures under the reflection on the current situation can be constructed from four aspects.

Data Mining in Customer Relationship Management in companies

More and more practice proves that focusing on customer needs is the key to business success.So studying on customer relationship management is very important for its implementation in enterprises.In recent years,data mining in customer relationship management(CRM) application has always been one of the hot spots.This paper shows the relevant methods of data mining application in CRM taking Telecom as an example.

Voice Response Questionnaire System for Speaker Recognition Using Biometric Authentication Interface

The use of voice to perform biometric authentication is an importanttechnological development,because it is a non-invasive identification methodand does not require special hardware,so it is less likely to arouse user disgust.This study tries to apply the voice recognition technology to the speech-driveninteractive voice response questionnaire system aiming to upgrade the traditionalspeech system to an intelligent voice response questionnaire network so that thenew device may offer enterprises more precise data for customer relationshipmanagement(CRM).The intelligence-type voice response gadget is becominga new mobile channel at the current time,with functions of the questionnaireto be built in for the convenience of collecting information on local preferencesthat can be used for localized promotion and publicity.Authors of this study propose a framework using voice recognition and intelligent analysis models to identify target customers through voice messages gathered in the voice response questionnaire system;that is,transforming the traditional speech system to anintelligent voice complex.The speaker recognition system discussed hereemploys volume as the acoustic feature in endpoint detection as the computationload is usually low in this method.To correct two types of errors found in the endpoint detection practice because of ambient noise,this study suggests ways toimprove the situation.First,to reach high accuracy,this study follows a dynamictime warping(DTW)based method to gain speaker identification.Second,it isdevoted to avoiding any errors in endpoint detection by filtering noise from voicesignals before getting recognition and deleting any test utterances that might negatively affect the results of recognition.It is hoped that by so doing the recognitionrate is improved.According to the experimental results,the method proposed inthis research has a high recognition rate,whether it is on personal-level or industrial-level computers,and can reach the practical application standard.Therefore,the voice management system in this research can be regarded as Virtual customerservice staff to use.

Customer Relationship Management to Customer Value&Customer Loyalty of Fixed Broadband:Study Case on Fixed Broadband Company in Indonesia

The increase of fixed broadband penetration can increase a country’s economic growth.Indonesian fixed broadband usage density still lags far behind other countries.This condition becomes a great opportunity for operators in marketing fixed broadband products.The different offers and services of each fixed broadband operator in Indonesia will have an impact on the ease of acquiring and maintaining customer loyalty levels.The unstable number of subscribers(unsubscribing/switch to other operator)is increasing year by year.This condition can be caused by customer value perceived by the customer that is inferior because the management of customer relationship management is less good.The method used is descriptive and explanatory.The unit of analysis is the last customer of four broadband operators in Indonesia.Time horizon is cross-sectional,where the research is conducted simultaneously.The survey data are collected from questionnaires to fixed broadband subscribers and through focus group discussions and interviews with managers related to the object study.Data are analyzed descriptively and quantitatively and this research uses quantitative research design using Structural Equation Modeling(SEM).The findings show that the effect of customer relationship management on customer loyalty through customer value is significant.

Knowledge Management and Customer Relationship Management for Accounting Services Companies

By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish nurture and sustain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Customer relationship management （CRM） has a significant potential to leverage an organization＇s performance, but it does not come without a clear sense of destination and typically without pain. For the research methodology we use the database of customers of a Romanian accounting services company Vulpoi ＆ Toader Management SRL, which is an important player in this market. The goal of our paper is to find out the link between knowledge management （KM） and CRM for this company and how these ＂innovations＂ contribute to increasing the value of the business.

Digital Marketing Strategies for Effective Customer Relationship Management

Digital marketing is growing at a rapid rate.Nearly one in 10 Internet visits ends up at a social network;nearly one in four page views is on a social networking site,thus,making social networking a lucrative option for brand managers to market their brand and to create a brand identity.It is felt that people’s brand choices used to be heavily influenced by advertising.Today,this pattern is changing.Persons with access to computers,iPads,or smart phones now take time to reach the brands in a category,such as cars or TV,before making their final choice.Younger persons find it very easy to look up information about products on the Internet,ask their Facebook friends,attend to bloggers,and watch YouTube.Under this backdrop,this paper will address the various digital marketing strategies for effective customer relationship management.

Study on the Factors Driving the Loyalty of the Customers of a Third Party Mobile Payment Platform

. In this paper, the main driving factors affecting the customer loyalty of a third party mobile payment service were chosen by combining with the actual situation of the third party mobile payment service and customer spending habits in China. The assumed relations between all affecting factors and the customer loyalty of a third party mobile payment platform were proposed, and a model for studying customer loyalty was established and also a conclusion was made through the questionnaire survey analysis data. Finally, suggestions on improving the loyalty of the customers of a third party mobile payment platform are presented.

Application of CVAM-based management accounting in mobile telecommunication enterprises

CVAM-based management accounting emphasizes that enterprises should make efforts not only to provide goods or service to customers but also to create value for customers. In practice, customer value should be measured reasonably first. Then according to its condition, enterprise can apply the CVAM-based management accounting method by improving management quality, perfecting costing planning, brand operation and business innovation to create value for customers thus achieving increase of corporate value as well as social value.

Challenges and Possibilities for the Household Medicine Lease （HML） System Viewed in Light of CRM： HML-Based Everyday Self-Medication in Ubiquitous Network Society

Household medicine lease （HML） industry originated way back in the Edo period （17C-19C）, when it was promoted by the local fiefdom government to revitalize the economy. Accumulations of wealth, acquired thereafter from everywhere outside the region, have culminated in the formation of the present-day industrial cluster in Toyama, the largest in the whole area facing the Sea of Japan. Today an adaptation of the quasi-CRM （customer relationship management） business model of the HML system has proved to be a success in Mongolia. This fact seems to offer the authors some clues for dealing with those problems that healthcare and medical services in Japan and elsewhere are riddled with. In this paper, focusing on the common critical success factors （CSFs） behind the success of the authors＇ prototype HML system and its recent successful application in Mongolia, the authors will analyze these factors from the perspective of CRM. The authors will then clarify the following： （1） the usefulness of the business model for ensuring primary healthcare for people in developing countries; （2） the usefulness in our ubiquitous network society of applying ICT to the HML system; （3） possible contributions that the use of the system can make toward improving the quality of our everyday healthcare and medical services in our prominently aging society; and the authors will also suggest （4） the importance of elevating ＂individual self-medication＂ to ＂community-based self-medication＂.

Management of Address Information to Improve Quality of Customer Contact

Customer relationship management systems are gaining importance in today's business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment where customers can find substitute suppliers quite easily. In CRM, the quality of customer information is very important, and the address information even more so. It is because the address information plays a major role for customer contact channel and for timely and effective marketing service. Furthermore, it gives the basic source of geographic information for the offline delivery, the terminal activity of the e-commerce. In this study, we analyze various standards and proposals for the address information, and propose data models for the management of the information focusing on address components, and proto-type systems for management and service.

客户关系管理在护理服务中的应用进展

本文综述了客户关系管理理论和信息化平台构建的研究进展,分析了其在护理领域的应用现况,并对未来的发展趋势提出设想,为改进护理服务模式提供新的思路,并为实施以患者需求为中心的服务提供建议。

后疫情时代基于BOPPPS模型的客户关系管理课程“线上+线下”教学模式探索与实践

后疫情时代客户关系管理课程的教学将由原来的线下教学单一模式转变为“线上+线下”一体化模式,该文基于BOPPPS模型利用雨课堂和微信教学群等工具,探索了以“学生为中心”的客户关系管理课程“线上+线下”教学模式,并应用于实际课堂。首先,在课前准备的线上阶段采用引入(Bridge-in)、目标(Objective)、前测(Pre-assessment);其次,在课中授课采用参与式学习(Participatory learning);最后,通过后测(Post-assessment)和小结(Summary)环节进行课后测评。结果表明,该模式不仅加深学生对客户关系管理的理解,激发学生的学习兴趣,而且提高学生提出问题、分析问题、解决问题的能力,帮助学生培养良好的学习习惯。

跨境电商背景下跨境物流服务质量对客户关系管理模式的影响因素研究

跨境电商环境下的物流服务质量目前存在四方面问题:一是高昂的物流运输成本;二是漫长的物流运输时间;三是退换货服务难兑现;四是政治、文化、海关的风险。这四个方面问题的出现,会导致跨境物流服务质量的下降,造成客户期望值与现实服务质量之间的差距,因此,物流服务质量成为影响跨境电商B2B企业客户经营决策的主要因素。文中用结构方程模型探究跨境电商物流服务质量中6个维度对B2B企业客户关系管理模式的影响,发展了适合用于度量跨境电商环境下跨境物流服务质量水平的量表;同时也明确了跨境电商环境下跨境物流服务质量与客户关系管理模式的作用机理。

基于客户-客服沟通文本信息的客户流失研究

为探索客服与客户之间的交流是否会影响客户流失,以某互联网素质类在线教培公司的客户-客服对话数据为基础,通过文本分析方法挖掘对话中蕴含的各类主题以及情感状态,并结合逻辑回归模型进一步探索对话内容对客户流失的影响程度。研究表明:①互动过程中客服的礼貌用语可以减少客户流失;②互动过程中客户的情感态度和客户流失具有非线性关系;③客服与客户紧扣业务的积极互动会提升客户的续费率,而系统预设生成的群发消息无法引起客户的回应,会导致客户续费意愿的下降。

家族企业代际传承对供应链管理的影响——基于客户集中度的研究

供应链管理是企业竞争战略中的重要领域,其中客户是确保企业生存发展、适时了解市场动态、优化供应链管理的关键要素。当前,众多家族企业面临代际传承的过渡期,故家族企业代际传承如何影响客户集中度是值得研究的重要议题。本文利用2007~2023年中国A股上市家族企业样本数据,实证探究家族企业代际传承对供应链管理的影响,并进一步识别其作用机制。研究发现,家族企业代际传承显著降低了企业客户集中度,且在一系列稳健性检验和内生性分析后结论依然成立。异质性分析发现,金字塔式、劳动密集型、行业竞争度较高以及非高技术行业的家族企业,代际传承对企业客户集中度的影响更为显著。机制检验显示,家族企业代际传承对客户集中度的负向影响,主要通过增加获客投入,降低专有化投资和减少关系维护成本等渠道来实现。本文揭示了家族企业代际传承对供应链管理影响的微观机制,为家族企业传承过程中企业战略调整和长期稳健发展提供了理论参考和实践启示。

基于LRMC模型的B2B定制化生产企业客户细分

客户细分是企业精益管控各类客户的重要手段。研究首先综合考虑B2B定制化企业客户忠诚度、流失趋势、价值贡献和潜在价值等特性构建LRMC(length recency monetary capital)客户细分模型,基于LRMC模型指标需求融合转换企业订单数据和网络爬虫所获取客户特征数据;然后,引入密度峰值思想优化K-means聚类机制,以LRMC参数为输入对客户进行聚类划分,并采用组合赋权法计算不同客户群体加权价值;最后,开展实验,验证所提出模型和方法能更高效地标识客户关键特征并细分客户。提出的客户细分方法可为B2B定制化生产企业精益化客户关系管理提供理论支撑。

铁路集装箱客户关系管理模式优化设计研究

随着货运市场竞争日益激烈,铁路对客户关系管理重视度不断提升,集装箱运输作为铁路货运重要的发展方向,迫切需要优化集装箱运输客户管理措施。通过分析集装箱运输客户关系管理现状,总结目前存在客户关系管理系统性不强、产品服务不够精细化、信息化手段有待提升等问题;借鉴相关物流企业客户关系管理及服务经验,研究建立集装箱客户管理评价体系,提供有针对性的多元化产品服务体系,建立基于客户管理信息平台的客户关系管理模式,提出强化客户关系管理机构设置、加强与95306平台信息融合、完善客户关系管理体系等措施建议,为铁路集装箱运输高质量发展提供支撑。

基于门店数字化的正餐顾客生命周期管理研究——以ES淮扬菜餐厅为例

为持续改善正餐企业与正餐业态会员的关系,并降低会员流失的风险,通过对顾客生命周期管理现状的分析,提出针对性的SaaS(软件即服务)解决方案和应用策略。以ES淮扬菜餐厅为例,验证SaaS应用在正餐顾客生命周期管理中的实际可行性。实证研究结果表明,基于门店数字化的正餐顾客生命周期管理能够显著降低正餐顾客的流失数量,促进餐厅单店业绩增长。因此,对于正餐企业来说,这种基于门店数字化的管理策略具有重要的实际应用价值和推广意义。