摘要
客户价值是企业竞争优势的显示标,也是企业竞争优势在市场上的具体体现。提供满足客户需求的产品和服务,提升客户价值,有效地管理客户关系,提升客户的满意度和忠诚度是近年的研究热点。本文从顾客价值为切入点,在顾客价值分析的基础上,以顾客价值链为参照工具构建顾客价值链概念模型,探讨顾客价值的实现。
Customer value is the display of competitive advantage,and it's also an embodiment of market competition.In recent years,researches mainly focus on providing satisfactory goods and services,enhancing customer value,customer satisfaction and loyalty to efficiently promote customer relationship management.Based on customer value,the author uses customer value chain as a reference tool to conceive a conceptual model of customer value chain to explore the realization of customer value.
出处
《企业活力》
2009年第10期35-37,共3页
Enterprise Vitality
关键词
顾客价值
顾客感知价值
价值链
customer value
customer perceived value
value chain
