ITS公司客户知识共享问题研究
发布时间：2018-10-08 16:29
【摘要】：客户知识作为企业重要的资源，能够帮助企业创造竞争优势，企业借助客户知识可以了解到客户对企业产品或服务持续变化的需求以及在购买、使用或维护客户关系中所积累的知识。实施客户知识共享能够提升客户价值，共享过去的经验并应用于新的情况可以提升客户价值，有利于知识创新，更好地改进服务并消除知识的重复创造[1]。员工通过将客户数据和信息与他们的经验结合而产生知识、共享知识，能够改进客户服务，，提高客户满意度。 作者所在的ITS集团直属下的广州分公司属于检验认证行业，由于近年来市场竞争的剧烈，对客户知识的掌握成为赢得客户的重要武器。论文通过对所在的行业和竞争环境以及所在的组织结构和客户知识管理现状的分析，对ITS公司客户知识的内容和需求进行识别，提出了客户知识共享存在的问题。作者根据客户知识共享障碍的因素理论，结合障碍的因素对ITS公司内部进行问卷调查，分析影响ITS公司客户知识共享的障碍因素：客户知识共享组织结构、组织文化、技术和交流平台和激励因素。 作者根据对问题原因的分析结果提出相应对策：也就是解决客户知识的共享障碍需要构建起一个良好的知识共享环境平台，包括需要营造有利于客户知识共享的组织文化，完善统一客户知识共享平台以及客户知识交流的场所，完善有效的客户知识共享的组织结构和激励机制，从而最终实现客户知识的有效共享。
[Abstract]:As an important resource of enterprise, customer knowledge can help enterprises to create competitive advantage. With the help of customer knowledge, enterprises can understand customers' changing demand for products or services and purchase them. Use or maintain knowledge accumulated in customer relationships. The implementation of customer knowledge sharing can enhance customer value, share past experience and apply it to new situations, promote customer value, benefit knowledge innovation, improve service and eliminate knowledge duplication. Employees can improve customer service and customer satisfaction by combining customer data and information with their experience to generate knowledge and share knowledge. Guangzhou Branch under the direct control of ITS Group belongs to the inspection and certification industry. Due to the fierce market competition in recent years, the mastery of customer knowledge has become an important weapon to win customers. Based on the analysis of the industry and competition environment, the organization structure and the current situation of customer knowledge management, this paper identifies the content and requirement of customer knowledge in ITS Company, and puts forward the existing problems of customer knowledge sharing. According to the factor theory of the obstacle of customer knowledge sharing and combining with the factor of obstacle, the author carries out a questionnaire survey on the interior of ITS Company, and analyzes the factors that affect the customer knowledge sharing of ITS Company: the organizational structure of customer knowledge sharing, the organizational culture of customer knowledge sharing, and so on. Technology and communication platforms and incentives. According to the analysis of the causes of the problems, the author puts forward the corresponding countermeasures: to solve the obstacles of customer knowledge sharing, we need to build a good knowledge sharing environment platform, including the need to create an organizational culture conducive to customer knowledge sharing. Perfect the unified customer knowledge sharing platform and the place of customer knowledge exchange, perfect the effective organization structure and incentive mechanism of customer knowledge sharing, and finally realize the effective sharing of customer knowledge.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272
本文编号：2257460
[Abstract]:As an important resource of enterprise, customer knowledge can help enterprises to create competitive advantage. With the help of customer knowledge, enterprises can understand customers' changing demand for products or services and purchase them. Use or maintain knowledge accumulated in customer relationships. The implementation of customer knowledge sharing can enhance customer value, share past experience and apply it to new situations, promote customer value, benefit knowledge innovation, improve service and eliminate knowledge duplication. Employees can improve customer service and customer satisfaction by combining customer data and information with their experience to generate knowledge and share knowledge. Guangzhou Branch under the direct control of ITS Group belongs to the inspection and certification industry. Due to the fierce market competition in recent years, the mastery of customer knowledge has become an important weapon to win customers. Based on the analysis of the industry and competition environment, the organization structure and the current situation of customer knowledge management, this paper identifies the content and requirement of customer knowledge in ITS Company, and puts forward the existing problems of customer knowledge sharing. According to the factor theory of the obstacle of customer knowledge sharing and combining with the factor of obstacle, the author carries out a questionnaire survey on the interior of ITS Company, and analyzes the factors that affect the customer knowledge sharing of ITS Company: the organizational structure of customer knowledge sharing, the organizational culture of customer knowledge sharing, and so on. Technology and communication platforms and incentives. According to the analysis of the causes of the problems, the author puts forward the corresponding countermeasures: to solve the obstacles of customer knowledge sharing, we need to build a good knowledge sharing environment platform, including the need to create an organizational culture conducive to customer knowledge sharing. Perfect the unified customer knowledge sharing platform and the place of customer knowledge exchange, perfect the effective organization structure and incentive mechanism of customer knowledge sharing, and finally realize the effective sharing of customer knowledge.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272
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本文编号：2257460
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