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在新经济时代,人类财富的增长方式发生了质的变化——创造财富主要靠知识而不是物质;并且随着世界科技的迅猛发展与经济全球化的不断深入,市场竞争进一步加剧,买方市场全面形成,企业之间对顾客的争夺比任何时候都要激烈。在这样的背景下,顾客是资源的观点应运而生。本文着重探讨了顾客资源价值的内涵,提出并阐述了顾客资源价值开发模型,希望能够为进一步研究顾客资源的开发问题提供一些参考。
In the new economic era, the growth of human wealth has undergone a qualitative change. The creation of wealth relies mainly on knowledge and not on matter; and with the rapid development of world science and technology and the deepening of economic globalization, market competition has further intensified, and the buyer’s market is comprehensive. In the formation, the competition for customers among enterprises is fiercer than ever. In this context, the view that customers are resources comes into being. This article focuses on the connotation of customer resource value, proposes and elaborates the customer resource value development model, and hopes to provide some references for further research on customer resource development issues.