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    Hotel taking customers relation management's difficulty and countermeasures
    饭店实施客户关系管理的难点及对策
    Customer relationship management (CRM) is a new management mechanism that aims at improving relationship between enterprises and their customers and enhancing customer satisfaction (CS) and loyalty.
    客户关系管理(Customer Relationship Management,CRM)是一种旨在改善企业与客户之间关系,提高客户忠诚度和满意度的新型管理机制。
    On one hand, headquarter clusters in a city offer an abundant space for the development of mod-ern service industry. The headquarters of companies and enterprises are important customers of modern serviceenterprises and the driving force to promote the fast growth of modern service industry.
    从一方面说,城市的总部集群为现代服务业的发展提供了充分的发展空间,公司、企业总部成为现代服务企业的重要客户和推动现代服务业快速增长的驱动力。
    North Korea's cartoon customers spread all over North America, Europe and Asia
    朝鲜动漫业兴盛 客户遍及亚欧美
    6. As the frequency distribution of customer satisfaction is more often theconvergence of two or three nearly normal distributions of two or three populations -dissatisfied, satisfied, and extremely satisfied customers, the arithmetic of partial leastsquare for structural equation modeling is presented.
    6.针对描述顾客满意度与其影响因素间关系模型所面临的潜变量以及因变量满意度分布常常为偏态或呈现双峰及三峰状态问题,结合偏最小二乘与结构方程模型的各自特点,提出了基于PLS的结构方程模型,从而在理论上有效解决了构造客户满意度模型中所遇到的问题。
    Some issues must be addressed, such as how to maintain the former customers, how to look for new customers and how to satisfy the customer' s demand, making them faithful to the hotel.
    如何留住老客户、寻找新客户,如何满足客户需求、让客户满意、提高客户忠诚度,这些问题亟待解决。
    The key to success for top-grade Chinese restaurant, which has been proved, depends on the satisfaction of customers to the products and services, which restaurants provide, and the efficient supervision of the relationship with customers, which could ensure the content of customers. Maintaining the long-term and good connections with customers could create new advantage of competitions.
    本文的研究目的即是将中式高档餐馆与客户关系管理结合起来,将客户关系管理的理论与方法,有选择、有创造的推演运用至餐饮领域,使客户关系管理进一步专门化、细分化,探索如何发展更稳固、回报率更高、获利能力更强的客户关系,基于此构建了一套比较完整的中式高档餐馆客户关系管理体系。
    The first part analyzes the domestic hotel industrial structure through reviewing the history of the industry development. The structure includes competition part, suppliers, and customers, replaced products, potential incomers and interactive power. And it points out the main problems in domestic hotel management, and states that strengthening strategic management is a new topic for domestic hotel industry enterprises.
    第一部分通过对国内酒店业的发展历程进行回顾、对国内酒店业产业结构(竞争对手、供应商、客户、替代品、潜在进入者)进行分析,指出了国内酒店业管理中存在的主要问题,从而提出了加强战略管理是国内酒店业企业面临的新课题。
    (6) Identifying and retaining customers are two basic tasks of CRM.
    识别和保持有价值客户客户关系管理的两项基本任务;
    (7) The loyalty of customers is relative to the perception, satisfaction, trust and shifting cost of customers.
    客户价值包括静态价值、动态价值和隐性价值:客户认知价值、客户满意、客户信任和转移成本共同决定客户忠诚,但在生命周期不同阶段,它们的作用不尽相同;
    According to the generic theory of value chain and the specific circumstances of hotel industry, we can generate the specific value chain of hotel enterprises, which is mainly made up of services to the customers, design and development of products, packaging, marketing, CRM and infrastructure, human resource management, technology development and stock management and so on.
    在一般价值链理论的基础上,结合饭店企业的具体情况得出饭店企业特定的价值链,具体来说,饭店企业的价值链主要由饭店内的对客服务、产品设计与开发、产品组合、市场营销、客户关系管理和饭店基础设施、人力资源管理、技术开发与采购等活动构成。
    Being an advanced tourist operation model, time sharing tour becomes one of the most important direction of golf courses development as it can increase customers and income and provide more added values to customers by effectively integrating dummy resources of and establishing strategic alliance network among course owners.
    分时度假作为世界上一种较为先进的旅游营销模式,因其能有效的整合不同所有者的闲置资源,和专业分时交换平台组合成网络型战略联盟,从而达到增加客源提高收入,为客户提供更多附加值服务的功效,成为高尔夫球场发展未来重要趋势之一。
    Meanwhile, some successful foreign organizations have quicken their steps to enter this largest and most potential market. But it’s not easy to hold a advantaged position and to furthest keep their customers’satisfaction and loyalty in the hot competition. They have to face many difficult problems in developing continuously.
    在巨大的市场需求面前,本土的培训机构相继如雨后春笋般涌现出来,国外一些成熟的培训咨询机构也纷纷加快脚步,进军中国这个世界上最大具潜力的市场,那么如何确立在市场竞争中的优势,如何最大程度上确保自己的客户满意度与忠诚度,就存在着很多问题,特别是笔者所经营的富思外语培训中心也同样面临持续发展中的诸多问题。
    Customer Relationship Management,which is the combination of modern marketing theory and information technology, ishelpful for service enterprises to know and meet customers' needs effectively. Through delivering more value to customers, service enterprises can gain customersatisfaction and loyalty.
    客户关系管理作为现代营销管理理念与信息技术的结合产物,对企业有效了解、满足客户的需求,给客户更多的让渡价值,从而使客户满意、忠诚,增加企业的客户价值有重要的作用。
    3. To analyze in depth the essential drive supporting the long-term and sustainable development of enterprises, to analyze, from the value view of the enterprise starter and the core ideas formation of the new enterprise, how the personal value of the enterprise starter influences the organization value view and plays its role in creating value for customers, and to prove the essential drive supporting the long-term and sustainable development of enterprises is internal core competency rather than external comparative competitive advantage.
    3、对支撑企业长期持续发展的根本动力作深刻剖析,从创业者的价值观到新创企业的核心意识的形成,分析创业者个人价值是如何影响组织价值观,并在为客户创造价值的过程中起作用的。 证明企业持续发展的动力是内部核心竞争力而非外部的比较竞争优势。
    As a typical service business, the development and profit of a hotel comes from the roll-in customers.
    作为典型的服务型企业,饭店的发展和利润来自客户的不断光顾。
    In the era of e-commerce, the information technology revolution has greatly changed our business mode. Especially it has tremendous impact on the interaction between businesses and their customers.
    电子商务时代,信息技术革命极大地改变了我们的商业模式,尤其对企业与客户之间的互动关系产生了巨大的影响。
    In such an era, customers have easy access to information and get more involved in the business process.
    在一切都随手可及的信息社会,客户可以极方便地获取信息,并且更多地参与到商业过程中。
    The keys to enterprises' success lie in in-depth understanding of customers' needs, getting timely feedbacks from customers, providing customers more personalized and in-depth technology services.
    深入了解客户需求,及时将客户意见反馈到产品、服务设计中,为客户提供更加个性化、深入化的服务,将成为企业成功的关键。
    Based on the successful experience of foreign hotels, we should abide by the following principles: to know what customers think, to improve customer satisfaction and loyalty, and to offer services which cater to customers' individual needs.
    根据国外酒店的成功经验,正确把握客户消费心理,提高客户的满意度,重视培养客户忠诚度并提供满足客户个性化需求的服务,是增加酒店销售额的关键。
 

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