顾客让渡价值与企业价值双赢的模式和方法

通过对顾客让渡价值的概念和内涵的阐述，对企业提升顾客让渡价值的重要意义的分析，指出了多方位提升顾客让渡价值，也可以使企业价值达到最大化．建立了顾客让渡价值与企业价值双赢的模式，最后根据价值工程学提出了建立价值双赢互动机制的方式方法．     

客户关系管理应用系统的开发

受中国网通大连通信公司客户业务部的委托，开发了客户关系管理应用系统。本文介绍该系统的软件设计，采用B／S模式，数据仓库和数据挖掘技术。该系统相对于国内市场同类产品软件的特点是：注重与该公司业务的紧密结合，注重与原有的OA、ERP系统的有效整合。系统的有效性已通过运行实践证实。     

电子商务站点性能分析--多类队列网络客户行为模拟

提出了一种通过模拟用户行为来获取电子商务站点工作负荷参数的方法.利用客户状态转换模型,用图形直观地描述顾客在访问一个电子商务站点期间所执行的各个商务功能,以及各个功能之间的相互联系,并借助此模型得到对站点性能影响较大的主要商务功能.用多类开放队列网络模型对整个站点的主要商务功能进行模拟分析,找出性能瓶颈服务器.最后用多类封闭队列网络模型对该性能瓶颈服务器进行模拟分析,找出性能瓶颈组件.通过一个网上商店的例子证明,利用多类队列网络客户行为模拟法可以迅速地找到电子商务站点的性能瓶颈,从而指导站点的容量规划.     

企业顾客满意度的指标设计及评价方法研究

企业的顾客不只是消费者，还包括企业的供应商、合作者，甚至是企业的内部员工．然而有关顾客满意度的研究均指向消费者．基于上述矛盾，结合统计学有关原理和方法，把企业的4种不同顾客的满意度指数化。并进行综合处理和因素分析，提出一个综合性评价指数．     

A Personalized Defection Detection and Prevention Procedure based on the Self-Organizing Map and Association Rule Mining: Applied to Online Game Site

Customer retention is an increasinglypressing issue in today's competitiveenvironment. This paper proposes a personalizeddefection detection and prevention procedurebased on the observation that potentialdefectors have a tendency to take a couple ofmonths or weeks to gradually change theirbehaviour (i.e., trim-out their usage volume)before their eventual withdrawal. For thispurpose, we suggest a SOM (Self-Organizing Map)based procedure to determine the possiblestates of customer behaviour from pastbehaviour data. Based on this staterepresentation, potential defectors aredetected by comparing their monitoredtrajectories of behaviour states with frequentand confident trajectories of past defectors.Also, the proposed procedure is extended toprevent the defection of potential defectors byrecommending the desirable behaviour state forthe next period so as to lower the likelihoodof defection. For the evaluation of theproposed procedure, a case study has beenconducted for a Korean online game site. Theresult demonstrates that the proposed procedureis effective for defection prevention andefficiently detects potential defectors withoutdeterioration of prediction accuracy whencompared to that of the MLP (Multi-LayerPerceptron) neural networks.     

电压暂降损失风险规避机制与保险方案研究

半导体、平板显示器生产厂家等敏感用户对电压暂降、短时电压中断等事件型电能质量扰动非常敏感,面临巨大损失风险,因此研究用户损失风险规避机制和解决方案是重要课题。首先,在对某高新技术园区内5家敏感用户经历的电压暂降、导致的损失及其原因进行调查统计;其次,分析与用户损失风险事件相关各方的权力、义务和利益诉求,提出由地方政府、电力部门、用户和第三方保险机构不同程度参与的双边参与和多方参与的风险规避机制;再次,研究用户损失风险事件的特点和可保性条件,根据可保性条件不满足程度,在多方参与机制下,设计一套保险方案,并对保险算法进行详细研究;最后,对5家敏感用户进行实证分析,结果证明,该文提出的风险规避机制和保险方案具有可行性和合理性。     

Decision making on power customer satisfaction and enterprise profitability analysis using the Analytic Hierarchy Process

The purpose of this paper is to investigate the customer satisfaction of power users using the Analytic Hierarchy Process (AHP) method. The objective is to safeguard the interests of electricity consumers and to increase the profitability of the energy distributer. Compared with previous work based on customer questionnaires describing the level of satisfaction, and where the solution is judged to be random due to the low significance of the studied sample, this paper develops a novel strategy. It is based on a global and transparent process regarding the reliability and economic criteria associated with alternatives, highlighting technical and organisational measures taken by the enterprise. The importance of reliability and economic criteria to the alternatives is processed using reliability indices analysis and cost benefit analysis methods. To analyse the customer's reactions to the decisions taken by the system's manager, and to validate the obtained results using the AHP method, we introduce economic criteria often used in the case of an uncertain future. The obtained results indicate the advantage of investment to improve customer satisfaction and enterprise profitability. It is also shown that reliability criteria are significant in the performance of a business and are an important asset for the justification of new projects.     

Estimating cost of equity in project discount rates using the capital asset pricing model and Gordon’s wealth growth model

Since the 2008 global financial crisis, mining projects have to invariably compete for scarce capital under depressed market conditions. The discounted cash flow analysis commonly used for the valuation of mining projects relies on using a discount rate. However, an appropriate discount rate is sometimes the subject of contestation since factors such as the stage of development of the mineral project affect the rate. This paper independently tests the reliability of capital asset pricing model and Gordon’s wealth growth model estimates of cost of equity in discount rates and concludes that Gordon’s wealth growth model provides better estimates under depressed market conditions.     

Supply chain configurations: a model to evaluate performance in customised productions

This paper describes an approach used to evaluate the performance of different supply chain configurations in customised contexts. Based on historical data collected from the supply chain of a shoe producer, different configurations are evaluated based on a discrete-event simulation by highlighting the performance of the supply chain (in terms of supply chain order lead-time and inventory volume) when the production switched from standard production (characterised by batches of large quantities of the same product) to customised production (characterised by a small of series batches with high product variability). The simulation approach relies on experimentation through executable configurations, which enables the creation of different scenarios, and is then applied to the case of an actual firm in the footwear industry. The managerial implications of these findings are discussed.     

企业客户关系管理的问题及对策分析——以PE公司为例

随着市场竞争的加剧，企业的客户关系管理是企业成功的关键因素，是企业获取竞争优势的重要手段。通过客户关系理论的介绍，针对PE公司客户关系存在的问题，说明了增进PE客户关系的具体措施。