论文部分内容阅读
企业通过实施客户内部化将客户引入企业内部,与客户共创价值已成为企业争取竞争优势的必然选择。本文通过客户内部化与客户忠诚模型的建立来分析客户内部化在提升客户忠诚中所起的作用,进而研究沟通、专属知识、情感投入、互动评价等因素对于促进客户内部化和客户忠诚所起的作用。
Enterprises through the implementation of internal customers will be introduced into the enterprise customers, creating value with customers has become an inevitable choice for enterprises to gain competitive advantage. In this paper, through the establishment of customer internalization and customer loyalty model, this paper analyzes the role of internalization of customers in the promotion of customer loyalty, and then studies the factors such as communication, exclusive knowledge, emotional investment and interactive evaluation to promote internalization and customer loyalty Role.