论文部分内容阅读
本文基于案例的视角,对现实中企业客户内部化的成功做法进行了分析和归纳。提出由客户外部化到客户内部化,即实现顾客—客户—员工—股东的转变,应主要从企业经营的三个层面展开:操作层面的客户内部化,管理层面的客户内部化,决策层面的客户内部化。最终,达到经营广义员工的目标。以三个层面的内部化为基础,本文论述了客户内部化的基本思想、方法及其价值,构建了一套系统的客户内部化研究范式。
Based on the case perspective, this article analyzes and summarizes the successful practices of internalization of enterprise customers in reality. It is proposed that the transformation from customer externalization to customer internalization, that is to say, the realization of customer-client-employee-shareholder transformation, should be mainly carried out from three aspects of enterprise management: customer internalization at operational level, customer internalization at management level, Customer internalization. Finally, achieve the goal of operating a broad staff. Based on the internalization of three levels, this paper discusses the basic ideas, methods and their value of customer internalization, and builds a systematic research model of customer internalization.