基于客户满意度模型的物业培训网站CRM系统的研究
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摘要
我国高速发展的物业管理行业,使得物业管理企业对人才培养的需求越来越大。但是由于物业行业从业人员的特点和培训现状的不足,使得物业管理企业急需一种有效的、专业的人才培养平台。于是,基于E-learning平台的物业培训网站应运而生。既然物业培训网站对物业管理行业有着极其重要的现实意义,那么如何保证和指导物业培训网站的运营成为项目组最重要的研究课题。尤其是在当前“以客户为中心”的市场背景下,怎样开拓新客户、维系旧客户、提高客户满意度及忠诚度成为物业培训网站的首要目标。
本文首先对物业管理企业培训现状和国内外E-learning平台在培训中的应用情况进行了大量的研究和分析,论证了E-learning平台在物业管理行业网络培训体系中应用的可行性和有效性。从而使得物业培训网站无论从理论意义和现实意义上都有了强大的支撑,这样对物业培训网站客户满意度的研究就显得有了实际意义。其次,本文基于层次分析法建立了物业培训网站客户满意度评价指标体系,确立了各个指标对应的权重,并且利用模糊评价法对网站的客户满意度进行了综合评价。最后,文章结合对客户满意度评价结果的分析,设计和开发了物业培训网站的客户关系管理系统,以达到提高客户满意度和有效管理客户信息的目的。
With the rapid development of the Property Management industry in china, the demand for personnel training are growing more quickly in Property Management companies. However, due to the Characteristics of the Property industry practitioners and the disadvantage of the training status, the Property Management companies need an effective, professional personnel training platform urgently. So the Property Training Website which based on the E-learning platform is emerging. Since the Property Training Website has a very important practical significance to the Property Management industry, and then how to ensure and guidance the operator of the Property Training Website will to be the most important research topics for our project team. Especially in the context of "customer-centric" market that how to develop new customers and maintain existing customers, improve customer satisfaction and loyalty have became the primary goal to the Property Training Website.
Firstly, in this article, a lot of research and analysis to the training status of property management companies and the application of E-learning platform in the corporate training both at domestic and international have been conducted, which has demonstrated the feasibility and effectiveness of E-learning platform's applications in the property management industry network training system. Thus making Property Training Website has strong support both in theoretical and practical significance. So the research to the customer satisfaction of the Property Training Website will has real meaning. Secondly, I establish a customer satisfaction evaluation index system of the Property Training Website based on the Analytic Hierarchy Process, determine the corresponding weight of each indicator. Then I take comprehensive evaluation to the customer satisfaction of the website by fuzzy evaluation method. Finally, combined with the results of the evaluation to customer satisfaction analysis, I design and develop a CRM system for the Property Training Website, in order to improving customer satisfaction and manage customer information effectively.
本文首先对物业管理企业培训现状和国内外E-learning平台在培训中的应用情况进行了大量的研究和分析,论证了E-learning平台在物业管理行业网络培训体系中应用的可行性和有效性。从而使得物业培训网站无论从理论意义和现实意义上都有了强大的支撑,这样对物业培训网站客户满意度的研究就显得有了实际意义。其次,本文基于层次分析法建立了物业培训网站客户满意度评价指标体系,确立了各个指标对应的权重,并且利用模糊评价法对网站的客户满意度进行了综合评价。最后,文章结合对客户满意度评价结果的分析,设计和开发了物业培训网站的客户关系管理系统,以达到提高客户满意度和有效管理客户信息的目的。
With the rapid development of the Property Management industry in china, the demand for personnel training are growing more quickly in Property Management companies. However, due to the Characteristics of the Property industry practitioners and the disadvantage of the training status, the Property Management companies need an effective, professional personnel training platform urgently. So the Property Training Website which based on the E-learning platform is emerging. Since the Property Training Website has a very important practical significance to the Property Management industry, and then how to ensure and guidance the operator of the Property Training Website will to be the most important research topics for our project team. Especially in the context of "customer-centric" market that how to develop new customers and maintain existing customers, improve customer satisfaction and loyalty have became the primary goal to the Property Training Website.
Firstly, in this article, a lot of research and analysis to the training status of property management companies and the application of E-learning platform in the corporate training both at domestic and international have been conducted, which has demonstrated the feasibility and effectiveness of E-learning platform's applications in the property management industry network training system. Thus making Property Training Website has strong support both in theoretical and practical significance. So the research to the customer satisfaction of the Property Training Website will has real meaning. Secondly, I establish a customer satisfaction evaluation index system of the Property Training Website based on the Analytic Hierarchy Process, determine the corresponding weight of each indicator. Then I take comprehensive evaluation to the customer satisfaction of the website by fuzzy evaluation method. Finally, combined with the results of the evaluation to customer satisfaction analysis, I design and develop a CRM system for the Property Training Website, in order to improving customer satisfaction and manage customer information effectively.
引文
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[2]陈尚松.基于J2EE的客户关系管理系统的设计与实现[D].杭州：浙江大学.2008.
[3]邓宏乾,冉成颜,梁歆梧.物业管理人才现状与需求的调查分析[J].高等函授学报.2008,22(7)：15-19.
[4]付玉峰.基于遗传算法的客户管理系统的设计与实现[D].上海：华东师范大学.2011.
[5]郜惟.基于SaaS模式的物业管理企业网络学习平台的研究与设计[D].北京：北京林业大学.2011.
[6]古飚.基于客户满意度的销售管理系统的研究与开发[D].杭州：浙江大学.2003.
[7]谷再秋,于福.客户关系管理(CRM)系统功能分析[J].中国管理信息化.2009(12)：71-73.
[8]郭永艳,庞富祥.基于B/S的客户关系管理系统的设计与实现[D].太原师范学院学报(自然科学版).2003(2)：5-7,12.
[9]郝长春.我国企业客户关系管理(CRM)的应用研究[D].北京：对外经济贸易大学.2006.
[10]何克抗E-learning与高校教学的深化改革_上[J].中国电化教育.2002(2)：8-12.
[11]何克抗E-learning与高校教学的深化改革_下[J].中国电化教育.2002(3)：11-14.
[12]霍吉林,仁宝君.客户满意度调查指标设计与分析[J].市场研究.2009：31-32.
[13]黎兴强,栾乔林.我国物业管理发展状况与前景分析[J].华南热带农业大学学报.2004(4)：23-28.
[14]李慧.当代物业人才培养现状及其对策分析[J].知识经济.2011：141.
[15]李志宏.企业培训_企业核心竞争力形成的保证[J].现代管理科学.2006：97-98.
[16]刘楠.企业客户满意度指数的模糊评价及应用[J].齐齐哈尔大学学报(哲学社会科学版).2007：69-70.
[17]刘伟,闫伟光,王霞E-learning在企业培训中的应用研究[J].企业家天地下半月刊(理论版).2008(4)：84.
[18]刘艳.兰州紫荆物业公司客户关系管理对策研究[D].兰州：兰州大学.2009.
[19]刘耀中E-Learning基于网络教育的企业培训模式[J].电化教育研究.2006(6)：66-68.
[20]孟明,牛东晓,谷志红.基于模糊熵的电力客户满意度评价模型[J].华北电力大学学报.2005(4)：68-72.
[21]邱刚.客户关系管理(CRM)在物业管理行业的应用[J].中国物业管理.2010：88-89.
[22]宋立秋.试论物业管理行业的人才现状及高校培养对策[J].中国职工教育.2012：86.
[23]宋雪莲.关于E-learning培训的调查研究[J].软件导刊.2007：22-24.
[24]弯红地.高层次物业管理人才培养模式研究[J].现代物业.2007：80-81.
[25]万轶迅.客户关系管理系统的设计与实现[D].重庆：重庆大学.2008.
[26]王立群.现代企业客户关系管理研究[D].北京：首都经济贸易大学,2004.
[27]王炜.面向企业培训的E-learning系统设计[D].上海：华东师范大学.2006.
[28]王艳青.关于物业管理专业人才培养模式的探索[J].石家庄职业技术学院学报.2006(5)：46-50.
[29]吴春英.基于层次分析法的电信客户满意度的综合评价方法[J].2006(4)：46-49.
[30]吴国华,张爱邦,潘德惠.CRM中伴随有利润的客户满意度管理方案决策模型[J].东北大学学报.2003(6)：610-613.
[31]吴兴华,黄安心,杜敏.物业管理行业人才需求分析及培养模式研究[J].科技创业月刊.2009(6)：113-114.
[32]谢献春.基于CRM的物业管理企业服务战略分析[J].江西社会科学.2006：194-196.
[33]薛枝梅,刘海华,李建英等.我国企业E-Learning培训的现状及对策[J].河北科技师范学院学报.2011(3)：115-118.
[34]张国方,金国栋.CRM的应用与理论研究综述[J].科技进步与对策.2003：176-181.
[35]张慧芳.华夏银行呼叫中心客户满意度研究[D].北京：对外经济贸易大学.2005.
[36]张宇彤.A公司客户关系管理研究[D].长春：吉林大学.2003.
[37]张子成,李全生.CRM中客户满意度分析[J].现代管理科学.2005(2)：25-26,111.
[38]赵韩,朱凌云.产品客户满意度的模糊综合评价方法[J].组合机床与自动化技术.2007：92-96.
[39]赵宏霞,杨皎平,刘学茹.模糊均值AHP法在客户满意度评价中的应用[J].科技和产业.2004(10)：27-30.
[40]赵久建.中国物业管理行业发展现状与对策研究[D].北京：北京交通大学.2011.
[41]周翔.基于e-learning模式的培训管理研究[D].武汉：武汉科技大学.2008.
[42]Bryan Frantz,Gordon McDougall. Assessing the Potential of Customer Relationship Management [J].Services Marketing Quarterly.2004:1-18.
[43]Burak Sari.Tayyar Sen.S. Engin Kilic. Ahp model for the selection of partner companies in virtual enterprises [J]. The International Journal of Advanced Manufacturing Technology.2008(3):367-376.
[44]C. Aldrich. Simulations and the future of Learning-An Innovativa (and Perhaps Revolutionary) Approach to e-learning[M]. San Francisco:Pfeiffer,2004.
[45]C.K.Kwong,H.Bai. A fuzzy AHP approach to the determination of importance weights of customer requirements in quality function deployment[J].Journal of Intelligent Manufacturing.2002 (5).367-377.
[46]C.F.Cheung,W.B.Lee,et.A multi-perspective knowledge-based system,for customer service management. Expert Systems with Applications,2003(4):457-470.
[47]Dean Ehnuti,Heather Jia,Dane Gray. Customer relationship management strategic application and organizational effectiveness:an empirical investigatio[J]. Journal of Strategic Marketing.2009:75-96.
[48]Edward C. S. Ku,Yi Wen Fan. Knowledge sharing and customer relationship management in the travel service alliances[J]. Total Quality Management & Business Excellence.2009:1407-1421.
[49]Florian v.Wangenheim,Tomas Bayon. The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition[J]. Journal of the Academy of Marketing Science.2007(2):233-249.
[50]Gye Hang Hong,Sung Ho Ha. Developing an Intelligent Supplier Chain System Collaborating with Customer Relationship Management[M]. Computational Science and Its Applications-ICCSA 2006.2006:1110-1118.
[51]Jie Lu. A Model for Evaluating E-Commerce Based on Cost/Benefit and Customer Satisfaction[J]. Information Systems Frontiers.2003(3):265-277.
[52]Leonard L Beery, Kathleen Seiders, Dhruv Grewal. Understanding Service Convenience. Journal of Marketing,2001(3):1-17.
[53]Matthew L Menter,Amy L Ostrom,Robert I Roundtree, Mary Jo Bitner. Self-service Technologies-Understanding Customer Satisfaction with Technology-based Service Encounters. Journal of Marketing,2000(3):50-64.
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