دانلود رایگان مقاله لاتین مدیریت پرتفوی مشتری از سایت الزویر
عنوان فارسی مقاله:
مدیریت پرتفوی مشتری (CPM) برای مدیریت ارتباط با مشتری (CRM): آیا مشتریان شما پلاتین، طلا، نقره یا برنز هستند؟
عنوان انگلیسی مقاله:
Customer portfolio management (CPM) for improved customer relationship management (CRM): Are your customers platinum, gold, silver, or bronze?
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
3. Development of portfolio parameters
Grounded on two parameters, (a) the optimal level of service that should be given to a customer based on relative costs to serve and (b) customers' relative value to the company, a customer portfolio management (CPM) matrix is proposed. Fig. 1 provides a CPM matrix directed toward improved CRM for the firm's most important assets, customers. The overall goal of the CPM is to assist the firm in achieving increased profits and decreased costs relative to total resource deployment required in servicing the firm's customer base. A four-cell matrix builds upon the original (e.g., Boston Consulting Group) four-cell growth/share product portfolio matrix (the entries are now customers rather than products). Customers are divided into four segments: platinum, gold, silver, and bronze. Similar to business models employed by corporations within the credit card industry (e.g., Citibank, Capital One, MBNA, etc.), the segmentation of a customer is based on their degree of value to the firm and corresponding costs to the firm in providing service to each customer within the matrix. For example, platinum customers (the upper left cell of the CPM) should receive the highest level of service (i.e. Superior), whereas customers rated as bronze, representing the lowest value to the firm and positioned in the lower right cell of the CPM, should receive the lowest level of service relative to the firm's total resource allocation in CRM. Thus, one can say the CPM matrix focuses on two issues: customer treatment based on how much it costs to serve customers and the value of the customers to the company
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کلمات کلیدی:
A Measure for Companies' Customer Portfolio Management www.tandfonline.com/doi/pdf/10.1080/10517120902762542 by H Terho - 2009 - Cited by 32 - Related articles customer portfolio management and provides measures for future research on companies' CPM practices and performance. Further, the theory and the field ... [PDF]Customer Portfolio Management - CUHK www3.baf.cuhk.edu.hk/htm/news/doc/weilunlecture.pdf by MD Johnson - 2008 - Related articles May 2, 2008 - Customer Portfolio Management: Implications for the Asian Hospitality. Industry. Wei Lun Lecture at The Chinese University of Hong Kong by. Customer Portfolio Management at Experian.com www.experian.com/business-services/business-portfolio-management.html Our customer portfolio management tools will help you control your portfolio ... Optimize the management of your existing accounts by refining your portfolio ... Customer portfolio management (CPM) for improved ... - EconBiz https://www.econbiz.de/.../customer-portfolio-management-cpm...customer...manage... Customer portfolio management (CPM) for improved customer relationship management (CRM) : are your customers platinum, gold, silver, or bronze? Searches related to Customer portfolio management (CPM) "customer portfolio management: " + pdf customer portfolio in service marketing customer portfolio management ppt customer portfolio management in crm customer portfolio example customer portfolio definition customer portfolio analysis customer portfolio management wiki
