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本篇paper代写- Knowledge management讨论了知识管理。如今，知识已经成为最重要的经营资源，知识管理已经跃升为企业管理的核心。然而，面对如此滚滚激荡的时代发展潮流，究竟如何有效地管理知识资源呢，这似乎已经成为企业经营成败所思考的关键。于是有的新企业家开始设立首席知识官员职位，以求通过引进和利用知识管理的方法，把企业的智力资本转化为真正的竞争优势，使股东权益最大化。本篇paper代写由51due代写平台整理，供大家参考阅读。

In knowledge economy era of the knowledge management as a focal point, analysis the development of the enterprise customer management reality, and connecting with the domestic famous enterprises such as haier, lenovo, wuliangye classic case, will strengthen the enterprise's knowledge management and improve the customer value. And the possibility of customer delivered value and method of question has carried on the detailed discussion, to strengthen entrepreneur awareness of cultivating enterprise core competitiveness and improve their competitive advantage provides the direction of the strategic thinking.

Wave of world economic integration has the rest of the world, IT makes the "global village" every citizen of the deeply felt the information age brings strong shock. Merger with aol time warner, PCCW digital power holdings Hong Kong telecommunications, netease, sina, sohu, a group of Internet companies such as the birth of IT industry in the stock price ship to rise all the way, have marked the operation of modern enterprises has been completely from traditional products to give priority to with human capital, intellectual resources development. Knowledge - has become the most important business resource, knowledge management has become the core of enterprise management. However, how to manage knowledge resources effectively in the face of such surging trend of The Times seems to have become the key to the success or failure of enterprise management. As a result, new entrepreneurs began to set up "chief knowledge officers", aiming to transform the intellectual capital of enterprises into a real competitive advantage and maximize shareholders' equity through the introduction and use of knowledge management.

Management related research shows that, the enterprise in order to seek more customer resource, realize the goal of profit maximization, has gradually reach of centre of gravity of the operation and management, to customer management as top priority, focus on building a market-oriented business, treat customers has become entrepreneurs common pursuit of fashion. To this, the haier group move service was launched, the family line that extends to customers, make customer never leave home can enjoy perfect after-sales service; At the same time, haier business household central air conditioner and was the first to put forward the concept of free design for the customer, let the customer directly involved in product design activities, and in the pre-sale service of individuation in the space. The lenovo group is set free service hotline 800, where all the issues related with the lenovo computers, lenovo engineer will be a cordial conversation with enthusiasm to answer for you, allowing you to fully appreciate the wonderful feeling of "customer first". Both haier and lenovo flexibly apply two concepts in the process of customer management: the knowledge management concept of integration and innovation; Customer is god's customer value concept.

Marketing theory is that customers in the process of purchase, tend to the integrated use of the factors such as knowledge, experience and effort, according to "maximize value", according to the principles of numerous brands and suppliers to choose what you need products. "value maximization" is the main target of customer purchase behavior, as well as the evaluation standard of success for trading. Therefore, TCL creates the service concept of "creating value for customers" in the process of customer management, so that customers can acquire more customer transfer value while purchasing TCL products.

Customer value and customer transfer value are a pair of interrelated combinations. The latter refers to the difference between the total value obtained by the customer and the total cost paid by the customer to obtain the total value. When purchasing products, customers expect to acquire product value, service value, image value and personnel valThe concept of customer transfer value contains a totally different idea from the traditional concept: what customers get when they buy a product is not only the function and quality of the product, but also what they pay for the product, not only the purchase price. Delivered value, therefore, can be regarded as profit gained by the clients to buy the product. As companies want to as high as possible profits by selling products, customer buying behavior is also eager to "profit maximization". In order to ensure customer satisfaction, improve customer delivered value, the enterprise can through two channels for three choices: or try to improve customer value, or try to reduce customer costs, or improve customer value and reducing the customer cost in both directions to marketing efforts.

In marketing practice, the enterprise only rely on their own value chain, is unable to pass the value of the customer need to the client. In response, the value of enterprises need from the supplier. Then in terms of product production, and sales the products to distributors, at the same time yourself or rely on the agent service provider to provide service for the customer. Only the value chain of these institutions, for the customer creation value can be passed to the customer, form their own customer demisability value system. For example, power supply enterprises in production and management practice, need to buy electricity from power generation enterprises, and then through the grid to sell to the customer, at the same time to provide design, consultation, installation, commissioning, maintenance and other services, the entire process depends on three power generation companies, power supply enterprises and clients to cooperate with each other form to complete the assignment of the value system.

In today's new economic era, it should be the goal of every enterprise to strengthen knowledge management, rationally explore the potential of customer value transfer system, make the whole system operate effectively, and provide customers with as much transfer value as possible. So how should enterprises integrate and design the knowledge possessed by the customer value transfer system, realize knowledge sharing, and build themselves into a learning organization and knowledge team to realize the goal of maximizing customer value transfer, which will be the focus of this paper.

In strategy based on the analysis of the situation, the enterprise can make use of "knowledge defect analyzer" comprehensive analysis of their intellectual needs, formulate feasible strategy of knowledge management. In marketing practice, is everywhere, from the cruel competition between businesses may spell it out for every one percent market share each. Enterprise's internal resources is abundant, the external condition is superior, what is the status in the industry, these conditions for enterprises to choose and implement the development strategy has important influence. Once we clear the enterprise of knowledge required to perform the function of every business assets, Further analysis of knowledge assets is particularly important. For this reason, the current knowledge level of the enterprise should be graded according to the three grades of high, medium and low to obtain quantified scores. At the same time, enterprises should also score major competitors based on business intelligence reports and expert judgment. By comparing the two, an image can be quickly obtained, that is, the position of the enterprise in the industry and the type of skills acquisition program to be considered, as well as the time required to make up the gap based on the knowledge gap analysis between the enterprise and its main competitors.

This analysis can let top management know enterprise relative to the competition's strengths and weaknesses, and found the environment caused by the threats and opportunities to enterprises, so as to make it in "on earth is the knowledge of the existing defects can intake by increasing the knowledge to make up for, or by bundling, merger or takeover of a more comprehensive way to compensate for the" on the issue of making strategic decisions, and on this basis, make enterprise acquire knowledge framework, network design and implementation of the corresponding knowledge, to accumulate the changes in the customer value and customer delivered value, knowledge, and to improve the customer delivered value to establish a fast green channel.

Establishing the learning organization, and gradually transition to the knowledge-based team. In the process of enterprise development, learning activity is necessary. Learning behavior is generally divided into two level individual learning and organizational learning. Individual learning through practice, theoretical study, and the experience of others suggest three ways. The individual learning is the basis of organizational learning, organizational learning is further sublimation of individual learning, it can make the individual implicit knowledge is superficial, into the knowledge Shared by the organization. But both individual learning and organizational learning, are generally over time and encourage individual and group psychological energy accumulation and mutation, to push the organization forward.

Building a learning organization can be achieved through technical means such as databases, applications, electronic conferences, work groups, E-mail and the Internet. Once the learning organization is established, it can effectively promote the enterprise to learn new knowledge quickly, and help the enterprise to realize the leap of group energy through the surface and effective of individual energy.

In fact, the establishment of a learning organization creates conditions for the transition from an enterprise to a knowledge-based team. After the establishment of a learning organization, it is easy to extend all the processes used for online learning to the sharing of "best practices". Here, the change from internal and external training to knowledge creation is a very natural process. From the perspective of software and hardware facilities, the technical means used to create a learning organization is also very useful for the knowledge sharing process. In addition, from the perspective of "people", the process of establishing a learning organization has prepared the behavior and culture for the development of knowledge management.

Use of knowledge management, establish and maintain customer loyalty to the enterprise. The development of enterprises depends largely on the customer to enterprise's trust and repeat purchase of enterprise products. Loyal customers are the vitality of an organization. When an enterprise can effectively control the customer capital, will enhance their sustainable development, keep the possibility of vitality. The investigation shows that customer loyalty depends mainly on two factors: one is the enterprise staff's loyalty; 2 it is to the enterprise and its customers the positive perception of the brand. In a sense, customer loyalty is a reflection of the enterprise staff loyalty. If the enterprise employees often inspired for your own work, and be able to feel pleasure from the work, get satisfaction, then they will be more active in daily work affect customers, to increase the likelihood of customer purchase and repeat purchase. At the same time, the staff to enterprise's loyalty will also promote the customer loyalty to the enterprise. On the contrary, if a enterprise employees in cao cao heart in han, not at ease with the enterprise work all day, That it is not easy to let people believe that the customers of the enterprise is to establish and maintain a sense of loyalty to the enterprise. For an enterprise to improve the staff loyalty approach is to first determine the company's mission and values, in the process of operation and management practice, and enough time and energy, use a variety of form is widely spread, make it widely recognized by staff to deep heart; Secondly, the content of work should be enriched to make employees feel challenges and happiness in work. In addition, employees should be actively involved in corporate decision-making to enhance their sense of responsibility and sense of achievement. In addition, the customer's perception of enterprises and their products are generally through the use of the products, interpersonal communication and mass media advertising, etc. The customer's positive perception and product quality, price, service quality and the public image of the enterprise and other factors are closely related. The better the quality of the products, the price is relatively lower, the perfect, public image, more perfect after-sales service, the stronger the customer to the enterprise's trust, the easier it is to establish the enterprise and its brand loyalty. In response, enterprises can begin from the following aspects to enhance the customer's trust.

Don't use IT technology, establish a corporate image itp system, enterprise visual identification subsystem, behavior identification subsystem, through modern art form, the enterprise values, code of conduct, cultural traditions and work style, such as cultural factor to spread to all directions, enable customers to better understand the enterprises and their products. Such as wuliangye group's corporate image series in the central television image vividly the wuliangye group's corporate culture, make the public enjoyment of music, dance, or TV story at the same time, easily understand the wine wuliangye group and its series. And then for the group's brand extension and expansion strategy to cultivate a loyal customer base.

Build customer information database or data warehouse, and through the enterprise local area network to realize the resource sharing, to ensure that every link of enterprise business processes to creatively think for customers, enhance customer satisfaction of consumer, the assignment of the value and create more value for customers. For example, haier group launched "each design for you" activities, is the best example. They participate in the design of clients you need products to attract customers, establish personalized customer database, enable customers to fully feel the air of haier culture in the process of activities, and art to cultivate the customer loyalty of haier. And as a power supply enterprise to establish customer center, accurately record customer personalized information, on the one hand can make the customers through customer integration system to view his/her related files, such as electricity consumption in each period, the pay of characteristics of the electricity, electricity, etc.; On the other hand, the engineers of the customer center can also make Suggestions for customers' reasonable consumption according to their personalized information and customer development strategy, so as to establish a good impression on the power enterprises in the customers' minds.

From what has been discussed above, we analyzed the importance of knowledge management, the development trend of enterprise customer management, and the use of the main method of knowledge management to improve the customer delivered value, there is reason to believe that fully, one enterprise under the guidance of the profit maximization goal, as long as good at acquisition, sorting, transmission, application, all kinds of knowledge, can cultivate their own core competitiveness, form competitive advantage, beat the competition, maintain the sustained, stable and orderly development. In today's world, has entered the knowledge economy era. Individuals have the knowledge, will possess wealth; Enterprises will flourish if they are good at using knowledge resources. As a result, knowledge management should not only be a concept in people's mind, but should be a positive action of one person, one enterprise, one nation and one country. Only in this way, this person, this enterprise, this nation, this country will develop the tide forever, will have a bright future.

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