供应链管理:创造顾客价值的战略途径

顾客价值指的是顾客感知价值,即顾客的感知利益与其在获取产品或服务时的感知成本的比较。供应链管理可以降低顾客感知成本、增加顾客感知利益,是始于顾客需求,终于顾客满意,创造顾客价值的战略途径。成功实施供应链管理,为顾客提供优异的顾客价值、提高企业核心竞争力,必须对顾客价值进行充分调查研究,实施标杆学习,以顾客需求为导向进行企业流程改造并建立供应链管理信息技术支撑体系。

The Strategic Path to Creation of Customer Value-Supply Chain Management

The customer value is customer perceived value, namely the comparison between customer perceived benefits and customer perceived sacrifices. Thesupply chain management can reduce customer perceived sacrifices and increase customer perceived benefits. Starting with customer demand and ending with customer satisfaction, it is the strategic path to the creation of customer value. To implement supply chain management so as to create excellent customer value and enhance core-competence, it is necessary for companies to investigate customer value thoroughly, to implement benchmark learning, to redraw the flow chart based on customer demands and to build information technology support system of thesupply chain management.