摘要
企业的价值来源于顾客价值,企业的竞争优势来源于对顾客关键需求的识别和实现,而顾客需求的识别和实现则依赖于企业能力。依据此逻辑,从识别和满足顾客需求的角度,对基于顾客价值的铁路企业能力体系进行了剖析,认为企业的能力由识别顾客关键需求的营销能力和学习能力,以及满足顾客需求的运营能力和变革能力四个层面构成;并结合铁路企业的特征,对各能力要素的细分和内涵进行了详细说明。为铁路企业进行有效的能力评价及能力规划发展提供基础。
Based on identifying and satisfying customer demands, the paper analyzes the railway enterprise capability system based on customer value, considers that the enterprise capability is composed of four levels, i.e. marketing capability and learning capability for identifying customers＇ key demands, operation capability and transform capability for satisfying customers＇ demands and furthermore discusses the connotation of each capability element.
出处
《物流技术》
2009年第7期102-104,157,共4页
Logistics Technology
关键词
顾客价值
铁路企业
能力要素
customer value
railway enterprise
capability element
