零售业经营者应以顾客、市场为主,用最先进的信息技术进行市场研究,以提高客户服务品质,更新服务范围。针对零售业推动客户服务和第三方物流的概念,IBM 将在中国零售业倡导最新的管理观念,这是记者在4月3日采访 IBM 零售业资深顾问林守常先生时获悉的。有14年零售业经验的林先生就“零售新纪元——21世纪的零售企业面对无限的商机”主题进行了演讲,他说:今天的消费者非常聪明,他们在自己熟悉的时间和地点选购理想商品,他们要求优质服务和产品供货能力,并且他们对购物体验的期望也是前所未有的高。IBM 全球服务部商业智能专业服务桑史宏经理随后的“顾客忠诚度与服务的重要性”演讲似乎是以上观点的补充。他认为,了解顾客及其行为模式,才能制 Retail operators should focus on customers and markets and conduct market research with state-of-the-art information technology in order to improve the quality of customer service and update their service scope. In response to the concept of promoting customer service and third-party logistics in the retail industry, IBM will promote the latest management concept in China’s retail industry, which was learned by reporters during an interview with Lin Shou-chang, a veteran retail consultant for IBM on April 3. With 14 years of experience in the retail industry, Mr. Lim addressed the topic “Retail New Age - 21st Century Retail Business Faces Unlimited Business Opportunities,” saying: Today’s consumers are very smart and they choose at their own familiar time and place When they purchase the ideal product, they demand good service and product availability, and their expectations of the shopping experience are unprecedented. IBM global services business intelligence professional services Manager Sang Shihong subsequent “customer loyalty and the importance of service” speech seems to be complementary to the above point of view. He believes that understanding customers and their behavior patterns can be controlled