基于AHP的企业客户知识管理能力测评  

Evaluation of Enterprise Client Knowledge Management Capacity Based on AHP

作　　者：罗玲[1] 杨晓林[1] 陈国毅[1] 

机构地区：[1]武汉理工大学管理学院,湖北武汉430070

出　　处：《武汉冶金管理干部学院学报》2007年第4期11-13,41,共4页Journal of Wuhan Metallurgical Manager's Institute

摘　　要：客户知识管理作为客户关系管理和知识管理的集成,越来越受到现代企业的关注和重视。本文针对企业客户知识管理能力评价,借鉴平衡记分卡,分层次设计包括业务流程指标、企业客户指标、学习和成长指标以及销售业绩指标在内的客户知识管理能力评价体系,应用层次分析法(AHP)构建了客户知识管理能力综合测评模型。The customer knowledge management, as an integral part of the customer relationship management and knowledge management, has been attached importance to by more and more modem enterprises. Based on the assessment of enterprise customer knowledge management capacity, the Balanced Scorecard, the hierarchical design that includes business flow, corporate customer index,study and growth, applying AHP the paper constructs the comprehensive model to evaluate the customer knowledge management capacity.

关 键 词：层次分析法 客户知识管理能力 指标体系 评价模型 

分 类 号：F713.56[经济管理—市场营销]