摘要
通过提高客户满意度和扩大忠诚客户群为目标,以客户研究为基础,最终帮助企业实现销售和利润持续增长。在客户忠诚度研究模型基础上,结合实际采样数据,并通过忠诚度指标因子定量分析各变量对客户忠诚度的影响,为企业有效提升客户满意度提供新的途径,为寻找增强企业竞争力的有效途径提供理论支持。
With the increasingly fierce market competition, enterprise mere and mere attention on customer relationship management. Customer loyalty, can effectively enhance the competitiveness of enterprises. This paper describes the research model of customer loyalty, and the findings with the insurance companies were discussed in detail the formation of customer loyalty, impact factor and enhance programs. This innovation not only from the theory of customer loyalty, and business practices for guiding value.
出处
《哈尔滨商业大学学报（社会科学版）》
2011年第5期41-47,共7页
Journal of Harbin University of Commerce:Social Science Edition
关键词
客户忠诚
研究模型
客户满意度
customer loyalty
rsearch model
competence of the enterprises
