煤炭生产企业忠诚客户培养策略研究-管理科学与工程专业毕业论文.docxVIP

山东科技大学硕士学住论文 山东科技大学硕士学住论文 摘要 内容摘要 _本课题详细分析了在经济全球化进程巾，国际、围内煤炭市场的特点、未来 发展的格局及煤炭生产企业所面临的优势与劣势，提出了面对竞争激烈的一个市 场，煤炭企业应采取的核心对策——忠诚客户培养策略。围绕这一策略的实施， 本研究课题创新性地提出了用于对企业客户资源进行识别并加以分类的忠诚客 户判定模型。该模型包括两个子模型和两个判别条件，同时利用这一模型的计算 结果首次将客户分为特优级忠诚客户(AAA)、优级忠诚客户(AA)、良级忠诚 客户(A)及一般客户(B)，并提出了煤炭企业培养忠诚客户的途径。煤炭生产 企业可以利用这一模型及其分类结果对不同的客户进行识别和分类管理，将有利 于煤炭企业在竞争激烈的煤炭市场上拥有更多的忠诚客户，占有更多的客户资 源，使客户为企业创造出更多的价值，实现煤炭企业的经营目标。 关键词：煤炭企业、煤炭市场、忠诚客户、模型 山东科技大学硕士学位论文 山东科技大学硕士学位论文 摘要 Absfract This t11esis systematicaIly analyses t11e c11aracteristics of international and donlestic coaI markets， the superiorities an(I infbriorities of internal coal mining enterprises in these conlpetitiVe markets， and the fiIture capacity and structure of external and internal coal markets are also fbrecastcd by this thesis．According to such analysis and fbrecast， the dissertation also suggests a core counter．measurc “developing loyal customers’’fbr Chinese coal mining enterprises to face competition in the internal and externaI markets．Around the implementation of this core counter—measure of developing loyal customers in coal markets， the dissertation put forward a new model named “model of determining loyal customers” or identification and classification to the customer resources of internal coal mining enterprises．TWo sub—models and two limitary conditions are included in this determination model of loyal customers With the digital resuIts calculated by this model，the customers firstly are divided into AAA-grade(Very excellent loyaI customer)，AA’grade (excellent loyal customer)，A-grade(good loyaI customer)and B。grade rcommon customer)， meanwhile the ways of deVeloping loyDI customers are also given to the coal mining enterprises by this pape r． The objective of this study is to let coal mining enterprises effec“Vely manager their customer resources and let tbejr customers create nlore value for coal mining enterprises． Key words：coal