Mapping gender and marital roles on customer delight by value perception for mobile technology in India

The Indian telephony industry is a diverse platform for product and service in customer value perception. The present study organizes and synthesizes the varied research streams for developing a customer value delight (CVD) framework for marketing decisions like segmentation and targeting. The conceptual framework is developed by using ten-value predictor variables and customer delight through divergent viewpoints identified from previous studies. The significance of the segregation proposition is tested through discriminant analysis in three different dimension runs i.e. delight, gender, and marital category. The scholarship behind the study provides insight into an imperative issue of segregating customer delight by perceived value predictors in categories. The perceptual mapping and vector magnitude analysis of value predictors were performed to club customers in two categories of Mid-Town (low/moderate delight) and Extremes (high delight). The analysis rigorously supports the discriminating power of perceived price, perceived benefit, and self-congruity. The salience of study unlocks psychographic and demographic perceptual maps of customer delight with its perceived value predictors for strategic and tactful planning in the mobile industry.     

Mining for trigger events with survival analysis

This paper discusses a new application of data mining, quantifying the importance of responding to trigger events with reactive contacts. Trigger events happen during a customer’s lifecycle and indicate some change in the relationship with the company. If detected early, the company can respond to the problem and retain the customer; otherwise the customer may switch to another company. It is usually easy to identify many potential trigger events. What is needed is a way of prioritizing which events demand interventions. We conceptualize the trigger event problem and show how survival analysis can be used to quantify the importance of addressing various trigger events. The method is illustrated on four real data sets from different industries and countries.     

浅析数据挖掘与企业市场营销战略

数据挖掘是客户关系管理的重要组成部分,而客户关系管理的核心是营销管理。在高度信息化的社会的今天,数据挖掘在市场营销决策中起到越来越重要的作用,通过它可以实现对客户深度的把握,研究老客户,发现新客户,让企业实时把握住市场动态,及时地调整企业的营销策略,以在激烈的市场竞争中立于不败之地。     

基于呼叫中心的客户关系管理系统服务流程优化研究

针对钢铁企业物流公司客户关系管理现状,及其客户服务请求处理流程中的不足,提出了基于呼叫中心的钢铁企业最优化客服请求处理流程及其技术实现,给出了平台功能设计,探讨了平台实现的关键技术。该系统充分满足客户满意度以及服务请求处理的及时性,快速性,确切性,可操作性等方面要求。     

探析印刷行业中的相关企业分类

自宋代我国毕昇发明活字版印刷术至德国人谷登堡创造铅合金活字版印刷术,时至今天数码印刷技术的出现,印刷行业经历了几世纪的演变积累。从报纸、杂志、地图、海报、广告、信封、信笺、商标到名片、请柬、信用卡、钞票、贺卡、台历、挂历、包装纸盒、装饰壁纸等等都是通过印刷技术呈现的。久而久之,不同的需求就产生了不同的印刷客户。     

iPad客户满意度研究

通过对用户对ipad认知、体验等各个方面的研究,了解客户满意度,从品牌影响力、购买倾向、购买渠道、用户体验和受访者特征5个维度进行分析,从而改善用户满意度及销售计划。     

Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

This paper attempts to study the impact of customer satisfaction and the Chinese electronic retailers (E-retailers) competitiveness using quality factors. Two conceptual models based on asset-process-performance (APP) competitive theoretical framework have been proposed. The proposed models include E-retailers strategic factors such as logistics, quality and customer satisfaction equivalent to asset, process and performance entities of the APP framework. Using an empirical survey from a young population, this study, with the support of structural equation modeling (SEM) identifies reliability in service quality and purchasing experience in e-service quality as dominant customer satisfaction factors. This study uses both exploratory and confirmatory factor analysis and suggests that to be competitive Chinese E-retailers have to focus more on the delivery of products (logistics) compared to other intangible service quality factors. On theoretical front, this study is a novel attempt to validate the APP framework for E-retailers’ competitiveness. On the practical front, the outcome of the study would be highly beneficial to the Chinese E-retailers to fine tune their strategy to satisfy the growing demand. Furthermore, this study can supplement government policy makers to regulate the growing volatile market.     

Use of ANP weighted crisp and fuzzy QFD for product development

Quality Function Deployment (QFD) is a popular planning method often used to transform customer demands/requirements into the technical characteristics of a new or improved product or service. In order to better capture (and represent) the multifarious relationships between customer requirements and technical characteristics, and the relative weights among customer requirements, in this study a hybrid analytic network process (ANP)-weighted fuzzy methodology is proposed. The goal is to synthesize renowned capabilities of ANP and fuzzy logic to better rank technical characteristics of a product (or a service) while implementing QFD. To demonstrate the viability of the proposed methodology a real-world scenario, where a new equipment to squeeze the polyethylene pipes to stop the gas flow without damaging the pipes, is developed. The ranking of technical characteristics of the product is calculated using both crisp and fuzzy weights for illustration and comparison purposes.