数据挖掘技术在客户分类管理中的应用

本文从数据挖掘技术在客户关系管理中的应用入手,分析了客户分类的必要性,研究了客户分类的数据挖掘系统架构。通过对客户进行分类,获取有助于企业营销决策的大量有价值的信息,使企业能及时、准确掌握客户资源及变化趋势,有效地对客户资源进行管理,赢得更多客户,从而获得竞争优势。     

浅析我国的客户关系管理

随着经济的迅速发展,客户成为企业发展的生命,然而,客户关系管理在我国企中存在着严重不足,加强客户关系管理将成为我国企业成功的关键。本文从客户关系管理的对企业的意义出发,根据我国企业中客户关系管理的现状问题,提出相应的对策建议。     

企业关键人力资本的识别与管理研究

本文分析了如何识别企业关键人力资源以及如何进行管理的问题,提出赋予关键员工适当的对关键资源的进入权是解决这类问题的有效方法之一.这种方法的实用之处在于即便出现因关键人员的离职也不至于使企业蒙受大的挫折,它不仅能应对企业所出现的危机现象,也可以控制问题的蔓延,将损失降到最低.     

中小企业客户关系管理的营销策略

客户关系管理是一种旨在改善企业与客户之间关系,提高客户忠诚度和满意度的新型管理机制。本文研究中小企业如何利用客户关系管理最终实现客户资源价值的最大化,在激烈的市场竞争中求得生存与发展。     

浅谈新营销时代的客户关系

市场竞争的加剧，迫使企业不断进步。客户是市场营销的基础。获得稳定的客户资源和高忠诚度的客户是企业不断追求的目标。在本文中，作者首先阐述了新营销时代客户关系管理的基本含义，同时，分析了当前市场营销中的客户关系管理现状，最后提出了加强客户关系管理的有效途径。     

论金融危机下的企业客户关系管理

美国次贷危机影响等不利因素，把众多企业逼到生存的墙角。国内很多企业的生存将面临极大挑战，本文分析了金融危机下客户资源的价值，提出了实施客户关系管理是企业生存的重要途径。     

企业生命周期、公司治理与公司资本配置效率

现有关于公司治理机制对公司非效率资本配置治理效果的检验大多局限于静态层面,本研究通过构建企业生命周期划分指标,从企业发展进程的动态层面考察我国上市公司资本配置效率的动态演变,并检验公司治理机制在企业不同生命周期中的治理效果.结果表明,我国上市公司过度投资随企业生命周期呈先降后升的趋势变化,且不同阶段差异显著,但投资不足在企业生命周期内几乎不发生变化.公司治理机制对公司资本配置效率的治理效果随企业生命周期发生演变.在过度投资组,董事长与总经理两职合一在成长阶段显著抑制过度投资;大股东持股在衰退阶段加剧过度投资.在投资不足组,管理层持股能够降低公司投资不足;成长阶段中董事长与总经理两职合一、成熟阶段中的独立董事反而加剧投资不足.     

专用性投资、治理机制与企业绩效——来自制造业上市公司的经验证据

专用性投资治理问题是近年来国内外关注的热点问题。本文利用2007—2009年沪深制造业上市公司的经验证据,探讨了专用性投资、治理机制与企业绩效之间关系。研究发现:(1)在专用性投资的治理机制选择上,关系治理机制比正式治理机制更有效率;(2)如果缺乏治理机制保护,专用性投资对企业绩效产生负面影响;(3)环境不确定性加剧了专用性投资被机会主义侵占的风险,技术水平在专用性投资和企业绩效之间起到了正向的调节作用。     

云时代下客户关系管理研究

云时代的客户关系管理让使用客户关系管理的企业变得更加轻松自在.云计算模式带给客户关系管理新的变革,也带来了新的发展机遇.本文通过对客户关系管理研究,提出了在云时代下,客户关系管理发展面临的机遇及存在的问题,为云计算模式客户关系管理的发展起到了推波助澜的作用.     

非正式控制对销售人员绩效和客户关系质量的影响

正式控制的局限性、企业对客户关系的重视以及销售人员素质的提高,使得企业越发重视销售人员的非正式控制,但是关于非正式控制对销售人员绩效和客户关系质量影响的研究还较少,非正式控制时销售人员绩效和客户关系质量的作用机制与作用效果还没有得到有效验证.本文在理论分析的基础上,建立了非正式控制影响销售人员绩效和客户关系质量的概念模型和研究假设,并进行了实证检验.结果表明:非正式控制对绩效既有直接影响,也有间接影响,其中间接影响的中介变量为角色明晰性:非正式控制只能通过角色明晰性和情感性承诺对客户关系质量产生间接影响,而对客户关系质量的直接影响不显著.非正式控制对角色明晰性、情感性承诺、绩效、客户关系质量影响的总效应分别为0.38、0.51、0.48、0.48.实证研究结果为企业强化销售人员的非正式控制提供了理论支撑,对其他员工管理控制的研究与实践也具有借鉴意义.     

Financial Contracting,Governance Structures and the Accounting Regulation of Islamic Banks: An Analysis in Terms of Agency Theory and Transaction Cost Economics

Because Islamic banks are prohibited from entering into transactions based on riba (interest), they mobilise funds mainly on the basis of the mudaraba (profit-sharing) form of contract. Thus, in the place of interest-bearing customer deposits, Islamic banks offer investment accounts the return on which depends on the return on the pool of assets in which the customers' funds are invested by the bank. In contrast to conventional deposits, such investment accounts therefore yield a variable periodic return which may be negative (a loss). Islamic investment accounts are thus a form of limited-duration equity investment.This type of investment account raises a set of issues concerning the contractual relations between the bank and the holders of such investment accounts. These issues may be addressed from the perspectives of both Agency Theory (principal-agent and principal-principal relations) and Transaction Cost Economics (contractual forms and governance structures), and it is the purpose of this paper to do so. In particular, we focus on governance issues such as the monitoring possibilities which may or may not be contractually available to investment account holders. We conclude that, under present contractual arrangements, investment account holders depend unduly upon 'vicarious' monitoring by or on behalf of shareholders, a situation aggravated by current shortcomings in financial reporting and limitations of the scope of external auditing. The latter have implications for accounting regulation as applied to Islamic banks. The paper concludes with some suggestions as to how this situation could be ameliorated.     

政府治理、产权偏好与资本投资

本文从投资机会和融资约束视角分析了地方政府治理水平影响企业投资行为的机制,认为地方政府通过提供高质量的公共治理水平,帮助企业获得更多的投资机会和融资渠道,扩大企业投资规模,提高投资效率。以我国2005-2007年间上市公司为研究样本,本文实证检验的结果表明,较高的地方政府治理水平会提高公司的资本投资规模;政府治理影响企业资本投资与投资机会的敏感度在民营企业中更为显著,政府治理对国有企业资本投资的影响随着实际控制人的行政级别提高而降低。进一步研究发现,政府治理能够降低企业的融资约束,提高企业投资效率。     

客户资产度量的状态空间模型

本文在客户生命周期分析的基础上,确立客户状态演进关系;试图采用状态空间模型,引入状态转移概率计算现有客户价值的数学期望,利用转入概率和输入控制决策变量计算潜在客户价值的数学期望。不但可以计算各个时期的客户价值(客户资产)的期望值,还可以计算客户终生价值,以便量化分析企业客户资产的投资收益率和流失率。     

To bid or not to bid

This paper discusses the importance of permanent customer relations for firms in an environment where bidding takes place. The analysis is first directed toward the bidding resources per order with special reference to the differences in order rate between permanent and non-permanent customers. The importance for bidding firms to keep close track of order rates for different customer groups is stressed here. In the succeeding analysis the bidding on requests from non-permanent customers is treated as investments in future orders. Here we note the dilemma of firms with low or zero profit margins, which are likely to bid on too many bids, thus incurring higher bidding costs than their more profitable competitors.     

强制性约束下企业信息安全投资与网络保险的最优决策分析

研究了强制性约束下企业信息安全投资和网络保险的最优决策问题,对比了可观测企业损失和不可观测企业损失两种情形下基于破产概率约束的最优安全投资和网络保险保费厘定。研究结果表明：在可观测损失和公平保费情况下,当最大化单个企业的期望效用时,存在最优安全投资额,并且政府补贴和强制性约束都可以激励企业增加安全投资;但是当最大化所有企业效用时,只有强制性约束才能增加企业安全投资使得总效用最大化,并且企业的最优安全投资与损失的可观测程度无关。在不可观测损失情况下,当最大化单个企业期望效用时,企业的安全投资增大,而最大化所有企业效用时,存在正网络外部性,即任何企业均不敢轻易的减少安全投资,即使同在一个网络中的其他企业减少了安全投资。此外,在破产概率约束下,随着保费的增加,当损失可观测时,企业的安全投资也增加,但期望效用减少了;而当损失不可观测时,企业的安全投资和期望效用均减少。本文所得结论对政府设定强制性标准,以及企业利用安全投资和网络保险进行信息安全风险控制具有较好的参考价值。     

An empirical study of the impact of firm resources on alliance governance structures

Alliances between smaller biotechnology firms and larger pharmaceutical firms are the backbone of new product development strategies within the pharmaceutical industry. While pharmaceutical firms seek access to new technologies and products, small biotechnology firms depend on these alliance relationships to access key resources such as financing and downstream capabilities because they typically do not have the resources needed in-house to successfully commercialize their products. In this study, we investigate the governance structure of these alliance relationships arguing that the more resource rich a biotechnology firm is, in terms of technical, commercial, and social capital, the less likely it is to give up equity to an alliance partner. Results suggest that greater biotech patent quality, cash position, and alliance credibility impact the type of governance structure that is chosen by the alliance partners and therefore the extent of control that the biotechnology firm is willing to give up in the relationship.     

Realizing Benefits from Enterprise Resource Planning: Does Strategic Focus Matter?

A key driver of the recent wave of enterprise resource planning (ERP) implementations was the assumption that the integration of business information would provide firms with a competitive advantage, yet concrete business benefits have been uneven across adopting firms. A possible explanation is that although the resource‐based view holds that competitive advantage is derived from inimitable resources, ERP software has become a commodity. Socio‐technical theory suggests that internal organizational resources based on a foundation of ERP technology may be the true drivers of ERP benefits. A firm's strategic configuration is posited to influence the portfolio of organizational competencies available to leverage the benefits of integrated business information, and a number of hypotheses are developed based on the notion that firms with different strategic objectives will realize different operational benefits from the adoption of ERP systems. Survey data from North American manufacturing firms that have implemented ERP systems demonstrate that ERP adopters seeking operational performance improvements are likely to realize these benefits. On the other hand, those seeking external market and supply chain performance improvements must first establish a foundation of internal operational performance improvements before customer satisfaction and supply chain benefits can be realized.     

考虑差异化服务时间的多车型电动汽车路径优化与充电策略研究

在政府政策大力支持以及社会环境意识不断增长的背景下,电动汽车在物流配送行业快速普及。电动汽车参与的物流配送服务需要物流专员、电动汽车和顾客三方协作完成。因此,在传统车辆配送路径优化的基础上,车辆的多样性、充电策略、人车的匹配以及服务时间差异化等因素都会影响物流运营成本。本文提出了考虑差异化服务成本的多车型电动汽车路径优化与充电策略问题并建立了该问题的整数规划数学模型。其次,提出了混合启发式算法MCWGATS,并通过多组算例验证了算法的有效性。最后,采用多组算例分析了多车型和差异化服务时间对运营成本的影响。实验结果表明,该模型有助于物流企业提高人员、物流车辆、服务时间等资源的利用效率,降低运营成本。     

Configurational conditions and Sustained Competitive Advantage: A fsQCA approach

Traditional manufacturing firms in emerging markets such as China are increasingly facing the challenge of digital transformation for Sustained Competitive Advantage (SCA). Underpinned by the resource orchestration theory, this study posits that organisational resources (relational and technological), transformation capability, and organisational characteristics are configurational conditions for SCA. Using fuzzy-set Qualitative Comparative Analysis (fsQCA), this study reveals multiple pathways – configurational resources and capabilities in sets of necessary and sufficient conditions – leading to SCA in a sample of 206 Chinese clothing manufacturing firms. Results suggest that relational resources are a necessary condition that fundamentally drives SCA; small firms can achieve SCA by combining relational resources and transformation capability, while portfolio technological resources are sufficient for large firms. For organisations with higher levels of global market engagement, both relational and portfolio technological resources are essential for achieving SCA. This study enhances understanding of the interdependence of the causal conditions (e.g., organisational resources and capability) in set relations with the outcome of SCA in different firms considering their size and level of global market engagement.     

顾客参与公司治理与公司相互持股的比较研究

通过顾客参与公司治理与公司相互持股的比较研究,从企业战略联盟的角度,得出了顾客参与公司治理实质上是代表了一种新型的企业战略联盟类型——治理权战略联盟——的结论,它与现有的包括公司相互持股在内的股权型战略联盟和契约型战略联盟相比更具生命力和优越性。在当前经济总体上由短缺经济过渡到过剩经济、卖方市场变成买方市场的背景下,通过顾客参与公司治理的形式在供需双方间建立治理权的战略联盟必将成为越来越多企业的现实选择。