| 承载供应链管理的客户关系链管理分析与建模 |
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| 引用本文： | 陈伯成,叶伟雄,李英杰,绳鹏.承载供应链管理的客户关系链管理分析与建模[J].系统工程理论与实践,2005,25(4):42-54. |
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| 作者姓名： | 陈伯成 叶伟雄 李英杰 绳鹏 |
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| 作者单位： | (1)清华大学经管学院;(2) 香港理工大学;(3) 北京时代之声咨询有限公司 |
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| 基金项目： | 信息管理与信息经济学教育部重点实验室项目基金 (F0 4 2 3 ) |
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| 摘 要： | 指出了客户关系管理的概念不足,以实际例子引出客户关系链的概念,并分析指出客户关系链可以承载供应链的运作管理.利用Markov链对该过程建模,对简单的情况进行了分析和计算,并给出了如果忽略了客户下游信息,企业所受到的损失分析.并同供应链系统作了类比.
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| 关 键 词： | 客户关系链. 模型. 客户关系管理. 供应链管理 |
| 文章编号： | 1000-6788(2005)04-0042-13 |
| 修稿时间： | 2004年5月24日 |
The Analyzing and Modeling to the Customer Relationship Chain Management |
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| CHEN Bo-cheng,Ip WH,LI Ying-jie,SHENG Peng.The Analyzing and Modeling to the Customer Relationship Chain Management[J].Systems Engineering —Theory & Practice,2005,25(4):42-54. |
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| Authors: | CHEN Bo-cheng Ip WH LI Ying-jie SHENG Peng |
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| Institution: | (1).School of Economics & Management, Tsinghua University;(2)Department of Industrial and Systems Engineering,The Hong Kong Polytechnic Univ;(3)Department of Industrial and Systems Engineering; The Hong Kong Polytechnic Univ |
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| Abstract: | Beginning from the shortage of CRM(customer relationship management) and demonstrating with success practice example, the paper introduces the concept of "Customer Relationship Chain Management", then analyzes it to show such chain is the support of current SCM(supply chain management). Also we model it with Markov chain, and compute and analyze the model in simple cases, then point out the enterprise's lost if neglected the customer downstream. Finally, we analyze a supply chain example with the thought by analogy. |
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| Keywords: | customer relationship chain management model CRM SCM |
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