基于知识管理的动态客户关系管理研究

中国管理科学 ›› 2004, Vol. ›› Issue (2): 88-94.

基于知识管理的动态客户关系管理研究

李纯青^1,2, 徐寅峰¹, 张洋²

1. 西安交通大学管理学院陕西西安 710049;
2. 西安工业学院经济管理学院陕西西安 710032

收稿日期:2003-03-15 修回日期:2004-02-13 出版日期:2004-04-28 发布日期:2012-03-07
基金资助:
国家自然科学基金资助项目(10371094;70121001);陕西省自然科学基金资助项目(02G11;03G07);陕西省教育厅专项基金资助项目(02JK009;03JK176)

Study on Knowledge Management Based Dynamic Customer Relationship Management

LI Chun-qing^1,2, XU Yin-feng¹, ZHANG Yang²

1. Management School, Xi’an Jiao Tong University, Xi’an 710049, China;
2. School of Economics and Management, Xi’an Institute of Technology, Xi’an 710032, China

Received:2003-03-15 Revised:2004-02-13 Online:2004-04-28 Published:2012-03-07

摘要/Abstract

摘要： 在分析B C模式下企业与消费者之间交易特征的基础上,提出了B C模式下的DCRM的思想及其内涵,并用一家超市的实例说明了这种管理方法的有效性及可行性,从而提出了基于知识管理的DCRM框架应包括战略形成、价值创造、渠道整合、绩效评价和信息管理等五个过程,并指出了研究成果对企业CRM实践的指导意义及未来研究方向。

关键词: 知识管理, 动态客户关系管理(DCRM), 客户价值, 客户全生命周期价值

Abstract: Based on the analysis of characteristic between firm and consumer,it presents the thought and the meaning of dynamic customer relationship management under B-C model,the method is valid and feasible by applying it to the data from one supermarket.And then,it presents that knowledge management based DCRM framework should include five processes,which are strategies forming,value creating,channel integrating,performance estimating and information management.The guidance significance of the research conclusions to CRM is also discussed.

Key words: knowledge management, DCRM, customer value, customer lifetime value

中图分类号:

F224.3

李纯青, 徐寅峰, 张洋. 基于知识管理的动态客户关系管理研究[J]. 中国管理科学, 2004, (2): 88-94.

LI Chun-qing, XU Yin-feng, ZHANG Yang. Study on Knowledge Management Based Dynamic Customer Relationship Management[J]. Chinese Journal of Management Science, 2004, (2): 88-94.

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