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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.
承载供应链管理的客户关系链管理分析与建模
【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,
【机 构】
：
清华大学经管学院,香港理工大学,北京时代之声咨询有限公司
【出 处】
：
系统工程理论与实践
【发表日期】
：
2004年期
【基金项目】
：
教育部重点实验室基金;
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