论推销人员与顾客的人际关系

在推销活动中,推销人员与顾客的人际关系非常重要。在与顾客人际关系的建立中,推销人员要善于挖掘顾客。本文还就如何改善推销人员与顾客的人际关系作了一些探讨。     

诚信打造顾客满意的基石

卖方市场向买方市场的转变要求企业的经营管理从以生产为中心转变为以顾客为中心。即企业之间的竞争就是对顾客的竞争，顾客越多，则企业所占市场份额越大，说明企业竞争力越强。而赢得顾客的前提是让顾客满意。只有企业所提供的产品和服务持续让顾客满意，企业才能长期生存和发展。     

SSAS聚类分析算法在顾客分组分析中的应用

介绍一种利用数据挖掘技术建立顾客分类分析的挖掘模型。主要介绍了基于Microsoft SQL SERVER Analysis Services(SSAS)的聚类分析算法,以及SSAS聚类分析算法在对某销售信息进行顾客分组分析中的应用,通过分析聚类分析算法挖掘模型所发现的模式,得出了对顾客分类的结果,为销售公司管理层的营销决策提供有力的参考和辅助。     

基于数据挖掘技术的CRM系统中客户行为

为了解决在企业中实施客户关系管理(CRM),CRM系统中客户行为的定量研究问题,利用决策树的数据挖掘相关技术和方法,提出了UPTree数据挖掘算法,并采用UPTree算法对隐藏在大量客户行为中的信息进行挖掘,从而获取了CRM系统中潜在的客户行为规则,并给出这些行为规则的IF-THEN的描述形式,为企业的科学决策提供依据。     

Learning mechanisms in multidisciplinary teamwork with real customers and open-ended problems

Recently, there has been a trend towards adding a multidisciplinary or multicultural element to traditional monodisciplinary project courses in computing and engineering. In this article, we examine the implications of multidisciplinarity for students' learning experiences during a one-semester project course for real customers. We use a qualitative research approach and base our analysis on students' learning reports on three instances of a project course titled Multidisciplinary working life project. The main contribution of this article is the unified theoretical picture of the learning mechanisms stemming from multidisciplinarity. Our main conclusions are that (1) students generally have a positive view of multidisciplinarity; (2) multidisciplinary teams enable students to better identify their own expertise, which leads to increased occupational identity; and (3) learning experiences are not fixed, as team spirit and student attitude play an important role in how students react to challenging situations arising from introduction of the multidisciplinarity.     

Employees as customers: Exploring service climate,employee patronage,and turnover

The role of retail employees as customers was explored by quantitatively examining the influence of service climate and employee patronage on employee turnover intentions. Employees representing all shifts in two stores of a national retailer participated. Results indicated that employee patronage partially mediates the effects of service climate on employee turnover intentions. The findings suggest that employee patronage is a highly relevant organizational concept that warrants additional study. Practitioners may apply these findings in developing management and supervision training programs and designing employee selection and retention programs. Researchers may incorporate the variable of patronage when studying populations where employees can be external customers. Future research is necessary because the concept of employee patronage has not been adequately studied.     

应用数据挖掘技术研发通信业"离网预警"模型

使用数据探索分析及决策树算法等数据挖掘方法开发通信行业“离网预警”模型。以协助通信公司采取合适的客户挽留措施,确保客户忠诚度,保持通信公司收入。     

ISO9000质量管理体系中学校的产品、顾客及其相关问题

随着ISO9000国际质量管理标准在教育界的引入并在学校中建立质量管理体系,为提高学校的教学质量和办学水平创造了良好的契机。面对这一全新的管理标准和体系,如何使其发挥应有的效益,取得预期的效果,需要我们准确地理解和掌握ISO9000质量管理标准思想和理念的精髓,牢固树立服务意识,为顾客提供高质量的合格产品。     

基于交易数据的券商个人客户风险偏好识别

针对个人客户,基于客户的交易标的,应用主成分分析法、改进的K-means聚类算法为某证券公司的个人客户建立投资风险偏好模型。研究表明:该模型可为券商的客户细分提供精细化数据支撑,提升券商对客户风险偏好的认识,促进券商营销的精准度和成功率,为券商制订科学的营销策略提供决策支持。     

工作过程导向的《外贸客户开发与维护》课程开发探索与实践

本文以《外贸客户开发与维护》课程为例,通过分析外贸客户开发与维护这个典型工作任务,研究开发外贸客户开发与维护课程的学习情境框架、教学内容和行动导向的教学方式。     

They do not buy it: exploring the extent to which entering first-year students view themselves as customers

While a number of scholars have discussed the pervasiveness of the conceptualization of students as customers, to date there has been limited reliable research examining the extent to which students actually view themselves as customers. Using a survey that was administered to a census of entering first-year students at a large public research university (59.8% response rate), this study shows that students do not agree with many of the educational beliefs and planned behaviors associated with a customer orientation. Results of exploratory factor analysis suggested only 28.9% of respondents expressed a customer orientation. These results show that contrary to what has become common sense in postsecondary education, most students at this public university do not express a customer orientation towards their education. Such findings should make scholars and practitioners rethink some of their embedded assumptions with regards to the goals, motivations, and general educational orientations of today's college students.     

‘Non-traditional’ and ‘traditional’ students at a regional Finnish University: demanding customers and school pupils in need of support

ABSTRACT

This article explores university students’ constructions of the ideal student at present-day university, that emphasises student-as-consumer culture and employability rather than education as a virtue in itself. The research is based on thematic narrative accounts (n = 67) generated in a generalist field in one regional Finnish university. We apply a narrative-discursive approach to analyse how ‘traditional’ young students (n = 34) and ‘non-traditional’ mature students (n = 33) position themselves in relation to the ideal good student in a present-day university and in relation to their university studies. Moreover, we examine some of the consequences of such positionings for the students themselves. Our analysis indicates that the present-day university student is constructed in line with the ideal student of the neoliberal order and student-as-consumer culture. However, whereas mature students positioned themselves as customers and were comfortable with the demands of today’s university for self-directedness and self-responsibility, younger students positioned themselves as ‘school pupils’ and were critical about being left on their own without adequate support. The study suggests that the terms ‘traditional’ and ‘non-traditional’ make differences related to age and different kinds of student positionings visible and, thus, also possible to reconstruct the ideals and normalities of the present-day neoliberal university.     

Creating do‐it‐yourself customers: How great customer experiences build great companies by Peter C. Honebein and Roy F. Cammarano

Peter C. Honebein is a business consultant and adjunct faculty member at Indiana University and University of Nevada, Reno, with a Ph.D. from Indiana University. He is the author of numerous articles and the book Strategies for Effective Customer Education. Roy F. Cammarano is a business consultant and a former division president with Premiere Global Services. He has been a contributing editor to Success magazine and is the author of the award‐winning book Entrepreneurial Transitions. Creating Do‐It‐Yourself Customers: How Great Customer Experiences Build Great Companies (ISBN 0–324–31154–0) is published by Thomson Higher Education. This publisher may be reached at 800‐423‐0563.     

Review of: National Institutes of Health Curriculum Supplements: Human Genetic Variation and Cell Biology and Cancer,by Biological Sciences Curriculum Study and Videodiscovery; 1999; http://science.education.nih.gov/customers.nsf/highschool.htm

The National Institutes of Health publishes a series of science curriculum supplements for K–12 education that are available from their Web site free of charge (http://science.education.nih.gov/supplements). In this feature, we review two of the high school supplements, Human Genetic Variation and Cell Biology and Cancer. Overall, we find that they are both excellent resources that engage students in learning science content while emphasizing the impact of scientific breakthroughs on personal and public health. In this review, we highlight the many strong features of the curricula and point out instances in which teachers may wish to seek out supplemental, updated information.