我国商业银行客户经理制存在的问题与对策

我国商业银行发展和完善“以市场为导向,以客户为中心”的客户经理制,必须调整经营管理体系,构建权责明晰、整体联动的营销和管理体制;加强产品和服务创新,满足客户多样化金融需求;全面提高客户经理的综合业务素质,进一步健全和完善对客户经理的考核激励素质。     

浅议企业文化与CRM战略实施的融合

企业实施CRM,就是要对企业与客户间发生的各种关系进行全面管理,在实现企业客户资源价值最大化的同时,获得企业利润与客户需求的双赢。企业文化作为企业全体成员共同的思维和行为习惯,对实施CRM战略有着极其重要的作用。企业文化与CRM战略实施的融合,将使企业获得更强的竞争优势。     

实现用户要求重要性的群决策方法的研究

用户要求重要性，作为质量、功能和配置QFD和客户关系管理CRM两大应用的核心，直接决定着企业的兴衰成败。提出了一种用连乘层次分析法MAHP做主观赋权，马尔柯夫预测做客观赋权的主客观综合赋权方法，实现了用户要求重要性的群决策。     

在电子商务中的web数据挖掘的技术与作用分析

本文立足于Web数据挖掘技术，从Web数据挖掘的技术介绍、客户关系管理中的应用和Web挖掘的作用三个角度，分析了电子商务中的Web数据挖掘应用。     

Implementation of CRM systems in Portuguese Municipalities

Customer relationship management is a business strategy which dynamically integrates a set of services with the purpose of creating value for the organisation and for their customers. In Portugal, the 2009/2010 edition of ‘Simplex for Municipalities’, the action plan carried by the Portuguese government through the Secretary's Office of State for Administrative Modernisation, makes a commitment to promote a set of initiatives in order to help citizens using the public services. This process intends to reduce costs of context which burden the economic activities, making way for the modernisation of administration. Customer relationship management assumes a central role in this context. This paper presents the main results of a survey that was carried out with Portuguese municipalities, aiming a general characterisation of the adoption of customer relationship management systems, covering several aspects, from the motivations for CRM adoption to the obtained results. The improvement of the relationship with citizens and a higher information quality are some of the most important results obtained by municipalities.     

服务型政府构建背景下的电子政府管理模式创新——基于CRM理论分析视角

CRM理论是一种全新的企业管理理念,其与电子政府管理有契合性.本文以CRM理论为分析视角,从政府管理理念、职能定位、组织设计、管理流程、管理核心目标五个方面,分析和探讨了电子政府适应公民不断增长的公共服务需求而进行管理创新和模式变革,以及其对新一轮行政管理体制改革和服务型政府建设的重要意义.     

客户关系管理:现代图书馆信息服务的新模式

文章提出了在图书馆信息服务中实行客户关系管理的新模式。并从“以用户为中心”、“开展个性化服务”、“培养、提高用户的忠诚度、满意度 ,获得信息服务机构与用户的双赢”三个方面来探讨实行CRM的可行性。     

Realizing the Vision of eGovernment

Abstract

This article discusses the emerging trends in eGovernment, based on the most recent results of Accenture's global study and rankings of countries' eGovernment maturity. Governments began outlining their visions for online service delivery some five years ago, and, since that time, have had varying degrees of success in turning those visions into reality. The benefits are clearfaster, cheaper, more personalized and efficient service delivery that citizens and businesses can access literally whenever they need it.

Realizing those benefits has, however, proven somewhat elusive. The article discusses what governments will need to do to realize their eGovernment visions and highlights through example best practices in eGovernment.     

美国在电子政务中实施CRM的经验及对我国的启示

以美国为例,阐述其在电子政务中实施CRM所面临的三大障碍,并以加利福尼亚州及密歇根州政府为案例,分析其引入CRM的四大成功要素。根据其实施CRM的经验提出了对我国电子政务建设的启示。     

基于CRM的移动电子政务系统模型设计和分析

移动电子政务是实现服务型政府转变的一个重要途径,政府可以在移动政务建设中引入CRM的管理思想,树立以公众为中心的服务理念.利用系统的思想,在移动电子政务的系统模型中引入了CRM理念:根据CRM的设计原则,设计出了基于CRM的移动电子政务系统实现模型,并以紧急事件处理流程为例进行了实际应用;最后提出了提高移动电子政务系统价值和运行效率的相应策略建议.