| 成品油企业客户满意度战略与信用政策设计 |
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| 引用本文： | 邵春伟,石晓军,王立杰.成品油企业客户满意度战略与信用政策设计[J].西南石油学院学报,2005,27(4):78-81. |
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| 作者姓名： | 邵春伟 石晓军 王立杰 |
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| 作者单位： | [1]中国矿业大学（北京）管理学院,北京100083 [2]北京航空航天大学经济管理学院,100083 |
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| 摘 要： | 信用政策设计得是否合适对企业的客户关系管理有着十分重要的影响。再此以成品油企业为例详细地讨论了信用政策的客户优化原理，并对当前成品油企业的信用政策设计的优秀实践进行了总结，归纳出客户风险分类—建立责任机制—加强流程控制—采取增加客户满意措施的体系，提炼了诸多企业的宝贵实践经验。最后，总结了不同客户生命周期阶段的信用政策设计的基本规律。
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| 关 键 词： | 信用政策 客户满意 成品油企业 |
| 文章编号： | 1000-2634(2005)04-0078-04 |
| 收稿时间： | 2004-03-31 |
| 修稿时间： | 2004年3月31日 |
CUSTOMER SATISFACTION STRATEGY AND CREDIT POLICY FOR RETAIL OIL COMPANIES |
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| SHAO Chun-wei,SHI Xiao-jun,WANG Li-jie.CUSTOMER SATISFACTION STRATEGY AND CREDIT POLICY FOR RETAIL OIL COMPANIES[J].Journal of Southwest Petroleum Institute,2005,27(4):78-81. |
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| Authors: | SHAO Chun-wei SHI Xiao-jun WANG Li-jie |
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| Abstract: | Credit policies have significant impacts on customers' satisfaction. This paper presents the rationales of credit policy designing for retailing oil companies and summarizes experiences drawn from successful practices of China retailing oil companies. In this paper, we set up a system of customers' satisfaction consisted of steps: risk classification-responsibility mechanism setting-process control-measures to enlarge customers'satisfaction. The basic laws we should obey when we design credit policies for retailing oil companies in different phases of life cycle are presented in the end. |
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| Keywords: | credit policy customers' satisfaction retailing oil company |
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