鹽城電信客戶(hù)關(guān)系管理論文-資料下載頁(yè)
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【正文】 [14]施福萊 王海艷，2002 年第 3期，CRM的客戶(hù)維系策略，《政策與管理》 [15]田同生，2001年2月. CRM中的管理理念. 電子商務(wù)技術(shù)[16]田同生，2001年1月. CRM的中國(guó)之路. 中國(guó)營(yíng)銷(xiāo)傳播網(wǎng)[17]Achrol，Ravi S. and Philip Kotler （1999），“Marketing” in the Network Economy， Journal of Marketing，（Special Issue），146～163[18]Ailawadi，Kusum L.，and Donald R. Lehmann，Scott A. Neslin（2001），Market Response to a Major Plolicy Change in the Marketing Mix；Learning from Procter amp。 Gamble’s Value Pricing Strategy， [19]Conway, Kelly D. and Julie M. Fitzpatrick (1999), the Customer Relationship Revolution—A Methodology for Creation Golden Customers [20]Forsyth, Richard and Sophrom Partners (1999), Components of a CRM System and a Valuedriver approach to Implementation, CRMForun.[21]Gronholdt, Lars, Anne Martensen, Kai Kristemsen (2000), “The Relationship Between Customer Satisfaction and Loyalty: CrossIndustry Differences, Total Quality Management, 11 (Jul).[22]Handy, Aslam, Creating the Enterprise CRMStrategy: Basics and Best Practices.[23]John, George, Allen M. Weiss, and Shantanu Dutta (1999), Marketing in TechnologyIntensive Markets: Toward a Conceptual Framework, Journal of Marketing, Vol. 63 (Special Issue 1999), 7891.[24]Kristensen, Kai, Anne Martensen, and Lars Gronholdt (1999), Measuring the Impact of Buying Behaviour on Customer Satisfaction, Total Quality Management, 10(Jul).[25]Kaplan, Robert S. and David P. Norton (1992), The BalancedScorecardMeasures That Drive Performance, Harvard Business Review,JanuaryFebruary, 7179.[26]Magic Software Enterprises Ltd. (2000), White Paper, The McKie, Stewart(2001), CRM: Customer Role Management, CMP Media LLC.[27]SvioklaJJ 著， ShapiroBP Seeking Busimess School, Press [28]SvioklaJJ 著，ShapiroBP Keeping Busimess School，Press,[29]Sue, Patrick ad Paul Morin (2001), A Strategic Framework for CRM, LGS Group Inc.[30] Thomas, Jacquelyn S. (2001), A Methodology for Linking Customer Acquisition to Customer Retention, Journal of Marketing Research (May).[31] WalterA，RitterT，GemndenHG：Value creation buyerseller relationships, Industrial Marketing Management，2001 年第 30 期[32] Wyner, Gordon A.(1999), Customer Relationship Measurement, Marketing Research, 11 [33]Zeithaml, Valarie A. and Leonard L. Berry (1996), The Behavioral Consequenced of Service Quality, Journal of Marketing, 60(Apr).附錄內(nèi)部深度訪談１研究對(duì)象選擇9 名訪談對(duì)象, 來(lái)自鹽城市區(qū)和各縣的中高層管理者, 均有５年以上工作經(jīng)驗(yàn)，年齡在３２到４５歲之間, 女５ 人, 男３ 人。 文化程度: 專(zhuān)科４ 人、本科3人、研究生２ 人。 部門(mén): 綜合管理部職員１人、大客戶(hù)部３ 人、營(yíng)業(yè)廳３人、客服中心１人、維修中心１人。２收集資料方法筆者以一個(gè)廣泛的問(wèn)題，如“您如何理解能力這個(gè)詞”開(kāi)始, 根據(jù)受訪者的回答逐步深入, 以探索員工對(duì)CRM的看法以及自身實(shí)踐程度。在受訪者自愿的原則下,每次訪談持續(xù)３０至４５分鐘,經(jīng)同意做現(xiàn)場(chǎng)筆錄并進(jìn)行錄音。３資料分析訪談后反復(fù)聆聽(tīng)錄音, 及時(shí)整理訪談筆記, 將訪談錄音整理成文本。４訪談目標(biāo)了解員工對(duì)CRM的了解及在日常工作中對(duì)該理念的踐行程度。若是不能自覺(jué)遵守，進(jìn)一步探討其中的原因。５訪談提綱⑴ 作為鹽城電信公司的員工，您的主要工作和職責(zé)是什么？⑵ 談?wù)勀鷮?duì)CRM的理解以及對(duì)目前CRM系統(tǒng)的看法。⑶ 談?wù)勂綍r(shí)您在工作中對(duì)CRM這一理念的執(zhí)行。⑷ 您覺(jué)得，哪些要素會(huì)影響您貫徹CRM或者遵循“顧客為中心”的理念？
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