客户资本的质量评价与分类管理  

Quality Assessment and Management of Customer Capital

作　　者：李晓冬[1] 高英[1] 曹运常[1] 

机构地区：[1]济南大学,山东济南250022

出　　处：《世界标准化与质量管理》2008年第11期42-45,共4页World Standardization & Quality Management

摘　　要：从已有的研究成果来看,无论是理论界还是企业界真正以"客户资本"来看待企业的客户资源并据此展开研究和实际操作的时间并不长,至今尚无统一的理论框架和行之有效的操作方法。文章试图从质量管理的角度切入,借助营销理论模型探讨对客户资本进行质量评价的方法,提出对不同质量水平的客户资本进行分类管理的建议。From the existing research results, the time is not long that profession and business regard enterprise customer resources as customer capital, and it has never been very unified theoretical framework and effective methods of operation. The article discusses the way of quality assessment about customer capital using of quality management and marketing theoretical models, and puts forward some advice to make classification management of customer capital according to levels of quality

关 键 词：客户资本 评价 管理 

分 类 号：F274[经济管理—企业管理]