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时间:2018-11-19
《宁波大学商学院毕业论文《基于客户生命周期的客户关系管理策略》》由会员上传分享,免费在线阅读,更多相关内容在学术论文-天天文库。
1、本科毕业设计(论文)题目:(中文)基于客户生命周期的客户关系管理策略(英文)Basedonthecustomerinthelifecycleofcustomerrelationshipmanagementstrategy学院商学院专业工商管理行政班级学号姓 名指导教师职称完成日期诚信承诺我谨在此承诺:本人所写的毕业论文《基于客户生命周期的客户关系管理策略》均系本人独立完成,没有抄袭行为,凡涉及其他作者的观点和材料,均作了注释,若有不实,后果由本人承担。承诺人(签名):潘玉峰2011年4月20日基于客户生命周期的客户关系管理策略目录摘要:随着客户关系时代的到来,
2、传统的单纯依靠产品的方式已经不能给企业带来持久的竞争优势,客户关系成为越来越重要的一项战略资源。虽然很多企业已经开始重视客户关系管理的研究与应用,但他们往往限于静态的考虑,本文从客户生命周期的角度出发,来动态的针对客户各个阶段的特征采取合适的策略关键词:客户关系;客户生命周期;客户价值;客户管理策略Abstract:Withtheeraofcustomerrelationship,thetraditionalwayofrelyingsolelyontheproducttotheenterprisehasnotsustainedcompetitiveadvant
3、age,customerrelationshiphasbecomeanincreasinglyimportantstrategicresource.Althoughmanyenterpriseshavebeguntocustomerrelationsmanagementofresearchandapplication,buttheyoftenlimitedtostaticconsideration,thisarticlefromtheAngleofcustomerlifecycle,todynamiccharacteristicsofeachstageforc
4、ustomerstakeappropriatestrategyKeywords:customerrelationship;customerlifecycle;customervalue;customermanagementstrategy1绪论·································································11.1研究背景·························································11.2问题的提出······················
5、·································11.3国内外研究现状···················································11.3.1国外研究现状·················································11.3.2国内研究现状·················································21.4研究方法和技术路线···············································32客户关系
6、管理的基本理论···············································32.1客户关系管理的概念和内涵··········································32.2客户关系管理的内容和原则··········································42.2.1客户关系管理的内容············································42.2.2客户关系管理的原则·······································
7、·····43客户关系生命周期·····················································43.1客户关系生命周期概述··············································43.2客户关系生命周期阶段的划分·········································54不同的客户生命周期阶段的客户管理策略·························65经营意见··············································
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