Catastrophe Progression Evaluation on CRM Capability Maturity of Typical Chinese Household Electrical Appliance Enterprises

被引：0
|
作者：
Li Zhi-Yuan [1 ]
Zhou Xiu-Lan [2 ]
机构：
[1] Donghua Univ, Glorious Sun Sch Business & Management, Shanghai, Peoples R China
[2] Hexi Univ, Sch Econ & Management, Zhangye, Peoples R China
来源：
PROCEEDINGS OF THE 4TH CONFERENCE ON SYSTEMS SCIENCE, MANAGEMENT SCIENCE AND SYSTEMS DYNAMICS, SSMSSD10, VOL 2 | 2011年
关键词：
customer relationship management capability; formatting; capability maturity model; catastrophe progression method; relative evaluation;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Customer relationship management (CRM) capability is a strategy capability which increases the enterprises' value on the condition of achieving added value of customer asset. This research establishes the CRM capability maturity model of the household electrical appliance enterprises through combining the elements of CRM capacity and the basic idea of capability maturity model and using catastrophe progression method. We have taken an empirical research of the relative evaluation on the CRM capability maturity from five typical Chinese household electric appliance enterprises, and verified the validity of the model. This can provide the decision support for enhancing the enterprise's CRM capacity-building.
引用
收藏
页码：247 / 251
页数：5
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