毕业论文（设计）外文翻译
论文题目
系部名称：商学系专业班级：信管101 学生姓名：李小丁学号：201004034123 指导教师：刘铁军教师职称：副教授
2014年01 月05 日
客户关系管理的战略框架
1 引言
在过去的十年中，大多数企业正在忙于生产，经济衰退，合并，新技术和商业管理。罗马尼亚在加入欧盟将进一步发展的诸多优势，加上一对产品监管的共同政策共同市场的成员，和行动自由，所有四个生产要素（商品，服务，资本和劳动力）。这就意味着，罗马尼亚的公司要在国内市场直面来自欧盟国家其他公司的竞争。欧洲的公司模式更灵活多变，为了生产出更好产品，提供更优报价和服务给客户，顾客方面他们会更以消费者为导向，这无疑给罗马尼亚的本土公司带来更大压力。高收益等于重要客户是公司推行客户政策拉拢客户的经典准则。“一个重要客户能给公司带来巨大金钱收益”已经成了海外大多数公司的反照，在罗马尼亚也可说是如此。但这是否是一成不变的事实，我们大概需要搜集更多信息来证明，而不是单靠相信年底报告的一份简单数据就知道的吧？
2 营销信息系统
一个好的公司在获取和留住客户的生产，扩大其客户群这方面更具成效的。这样的公司提高了对叛逃率降低了客户的价值，增加了客户关系管理及市场寿命，使低利润客户更有利可图或终止他们的实际或潜在的市场信息收集等，不仅使本组织监测趋势和问题有关的现有客户，而且也有助于确定潜在的客户，轮廓和新的市场，以保持其竞争的轨道，其战略，战术和的未来计划。为了收集和整理的各种信息高质量，企业开始建立营销信息系统。目前，主要是一个程序，受它相关，及时和准确的信息不断收集，整理，分析，评估，储存和营销的决策者使用分布式的方法集。营销信息系统包括来自外部和内部来源（销售记录，客户记录，营销传播数据，信息和销售力）。对客户的重点和营销功能整合帮助公司建立与有关个别客户或潜在客户的客户的综合信息数据库。
3 客户关系管理
客户关系管理已经出现了过去30年，但它变得非常重要，当企业对营销功能改变他们的态度。如今，跨职能的营销方式需要一个组织文化和气氛，鼓励部门之间的协作和合作。在行业中的人必须了解客户服务，内部或外部的一个方面的作用。客户关系管理基础上的关系营销的原则和承认，客户是一个企业的资产，而不是简单的商业片观众，意味着结构从职能的公司流程，信息是主动而不是被动地使用和发展的NE对1营销办
法。当定义客户关系管理，我们必须首先解释客户之间的差异获取和留住客户。这两个概念有不同的驱动程序。吸引客户已变得非常困难的日子里，当人们难以讨好。他们更聪明，价格意识和敏感，更严格，不能宽容，他们有更多的有同样好或更好的优惠的竞争对手接触。公司更注重销售分析，客户细分，广告，营销和广告管理。越是困难的部分是保持客户。据布鲁恩，当一个顾客满意与消费之间提供履行他的期望比较后，他接受了公司，信托，并朝它表现出积极的态度，成为该公司的忠诚。在这种情况下，积极对公司及有关其产品的客户谈判，较少注意竞争品牌，对价格不敏感，而变成日常交易。与客户保持率，公司必须注重服务的满意度和客户关系管理的组织及其工作人员的信任。一些公司认为，如果客户投诉的问题将得到解决，但96％的不满意客户不会抱怨，转到另一家公司。因此，客户关系管理是留住客户的机制。主要客户关系管理使得公司能够了解谁是他们的客户，孤立最好的客户（那些与你的愿望有长期的合作关系），创建关系随着时间的推移伸展和涉及多方面的相互作用，相互关系，管理优势，寻求获得这些“最佳”的顾客。如营销战略的投入，客户基础，产品和管理，竞争对手和员工的技能是一个CRM方案，建立为客户服务，客户保留，产出更高的钱包份额，客户转介，更可预期的收入流，提高盈利能力，较低的合成成本和更好地遵守。
4 客户关系管理发展战略
由于CRM是一个跨职能的活动和大型企业有成千上万的数百万客户，一个战略框架的必要性是非常高的。一个CRM战略的层面，主要是在确定以下主题重点：
(1) 目标市场。该公司通常会设置不同的客户群体的优先事项，它定义了组合分析为基础的战略客户，收入因素，长度的关系，收入，与客户的合作。这是它的分析标准。
(2) 保留客户。客户满意的方式是在所有的决策中心，但客户也可以成为保留通过合同条款，如服务。租赁和保修，核心问题。
(3) 选择客户关系管理的工具。该公司结合了文书以客户为中心的四路的。
(4) 强度和客户关系管理的决策时机。何时以及如何显示该公司介绍，不同的乐器方案可以从一天的最后一个星期，或由3个月至两年。
在CRM项目合作公司有时必须进行合作，由其他合作伙伴的分销渠道，主要是生产者和批发商之间和零售。
5 客户关系管理工具
该通信政策中起着重要作用的工具组合。它如下两个目标：第一，建立与客户长期
对话，以稳定或改变其预期，第二，抵消后消费的影响。通信政策内的主要客户关系管理工具包括：直接邮件是通过邮政服务，收件人的家庭或企业的物质分配的地址，以促进产品或服务。在CRM的邮寄问题而定，由简单的信件到目录，它总是发生在发送一个特定的在客户的生活（生日，为活动邀请的时刻）。它必须包括粘性的小工具，以增加他们的机会被打开和阅读;通讯，免费分发给客户，并载有关于新产品的信息，特别活动及其他优惠;富达卡（存储卡）是在收集信息的重要工具客户行为。通过积累的忠诚点，客户可以受益于不同的特殊优惠;客户俱乐部指定一个已与富达卡并行增长的概念。其主要形式是贵宾俱乐部，歌迷俱乐部，产品利息的俱乐部，以及与生活方式俱乐部。该俱乐部是一个机会，使该公司在根据社会地位，接受，威望和提供其客户的期望;电话营销允许企业进行市场研究和高度可衡量的和负责任的，正面和负面的反应数很容易记录和监测。它提供的互动，是灵活的，允许即时反馈。网上营销包括很多形式，如网上广告，网上促销，网上直销，网上公共关系，一线人员销售。该培养基是采用互联网和主要工具是电子邮件。虚拟促销比硬拷贝版本的便宜，但面临的挑战是吸引流量到您公司的网站。事件营销需要在三个主要领域：产品（在这里举行，它在增加销售的重点），为开发法人公司（开发企业）和社区（能在当地社区生活的差额）。价格政策时，可以被认为在建立客户关系管理方案的各个方面有关：为特殊客户的折扣，贱卖或匹配的竞争对手，忠诚退款，项目捆绑在一起，提供整体的价格。虽然价格不是有内在的价值尺度收到的，它经常被用来作为基准客户，忽视或任何其他功能的差异。
在产品政策的关键因素是产品本身的质量，设计，技术特点，包装和服务管理，其中包括终身保修，价格保证或客户电话线。在分配政策，积极管理可以集中精力在客户或分销渠道。生产者评估的分销合作伙伴和客户关系管理活动需要的时候进行干预。对客户的重点是实现通过一个关键客户管理主要职能是为特殊客户的方案。
6 金融服务中的客户关系管理
金融服务不同于其他许多行业。这可以看出，特别是在罗马尼亚，在商业银行为4021万公民人口的斗争。他们包括来自个人客户的伙伴关系的整个范围，机构，公司和政府。因此，它可以是非常困难的重点放在单一市场。客户经常在两个位置：他们可能有存款和储蓄账户，而且贷款和透支。他们非常注重服务，他们只销售无形资产。金融服务需要处理全球数十亿的交易，他们是世界上重监管的行业之一。金融服务的客户可以更知情，是交换渠道，似乎更苛刻的服务，并用来改变。该市场竞争也非常激烈，新进入者
都已经准备推出多样化的产品和方法。
在罗马尼亚的金融服务行业具有很高的潜力和寄存器每年的高增长率。至今，在全国主要城市，人口约30万人的位置是一个企业的优势和成功因素。现在战场搬到小城镇。比赛变得艰难，银行开始开发和引进新产品。一些专家指出，银行界的一个弱点是市场分割。有大量的有关客户的信息，但银行似乎更愿意对客户的注重与大储蓄账户。在罗马尼亚的主要银行，BRD的时，BCR，荷兰，和HVB -蒂里亚克公布了2005年在私人银行客户数量增加。这些主要是50.000和100.000之间欧元帐户的客户，他们受益的私人顾问，特殊利益，佣金，及特殊保险。客户也有一个词来谈论他们的银行。A股市场研究Deadalus咨询作出透露，银行服务的客户个人资料是：年龄介乎45-55岁的人具有较高或中等教育。最常使用的服务是为支付工资（32.6％）银行卡。其次，储蓄帐户（10.2％），个人需要（11.1％），购买电子产品（9.2％）和汽车租赁学分。最佳成绩是共收到赖夫艾森银行（8.83）时，BCR（8.58）和BRD的法国兴业银行（8.57）。一个客户的标准时，选择银行是在银行的信任，环境的分支机构，员工的素质，建议他们接受，最好的利率，他们可以接收，关于信用费用的信息，和条件获得信贷。一个成功的服务由银行提供的网上银行多数。它允许客户节省时间和金钱，而无须从内部或国外的银行。访问是非常便宜的收费或免费，并包括由资金转移，支付令各种活动，货币交换，目前的条例草案，对外支付等支付的普及率仍然很低，10％和30％排名该客户在一个中等银行。
7 结论
罗马尼亚公司必须集中在未来的客户关系管理，努力变成一个“伙伴”的“敏感”的当事人，将改变人们谁一旦需要他们的产品与服务，或为支持者和倡导者，并最终偶尔的商业伙伴，为忠实伙伴，“卖出”上代表公司。公司必须建立一个与客户的长期对话，并为他们争取，因为客户是不是免费获得。价格敏感的客户，显示了现在是在质量较高的利息，服务和工作人员的行为，和公司的价格策略上应检查其对手如何准备为在上述领域的竞争集中。客户关系管理提高其灵活性和市场应变能力，在世界上的反复无常的客户。
本文摘译自Simon Szyklnan,Janusz Racz.Ram D Snram.Strategic Framework for Customer Relationship Management[J].Manufaturing System Intergration Division,2009,(6)
STRATEGIC FRAMEWORK FOR CUSTOMER RELATIONSHIP
MANAGEMENT
1 Introduction
In the last decade, the majority of the companies were preoccupied with production, recession, me rgers, new technologies and business regulation. Romania’s accession in the European Union will bring many advantages for further development, together with membership in a Common Market with common policies on product regulation, and freedom of movement for all the four factors of production (goods, services, capital and labor). This means that Romanian companies will compete with other companies from the EU directly in their home market. European companies are more flexible and mobile and will put a high pressure on the local companies in order to produce better products, launch better offers and services and orientate more towards their customers. High revenue equals important customer is a classic rule when the company organises its customer policy. “An important customer brings a gross amount of money for our enterprise” has become a reflex for many companies abroad and perhaps in Romania, too. But is this always true, or do we need more information than a simple figure reported at the end of the year?
2 Marketing information system
A winning company is more productive in acquiring and retaining customers, to expand its clientele (Kotler, 2003). This company improves the value of the customers by reducing the rate of defection, increasing the longevity of customer Management & marketing relationship, making low-profit customers more profitable or terminating them etc. Gathering information on the actual or potential marketplace not only allows the organisation to monitor trends and issues concerning its current customers, but also helps it identify and profile potential customers and new markets, to keep track of its competition, their strategies, tactics and future plans (Brassington and Pettitt,2003). In order to collect and organize a high quantity of diverse information, the enterprises started to build marketing information systems. There are, mainly, a set of procedures and methods by which pertinent, timely and accurate information is continually gathered, sorted, analysed, evaluated, stored and distributed for the use of marketing decision makers (Zikmund and D′Amico,1993). The marketing information system includes data from external and internal sources (sales records, customer records, marketing communications, and sales force information). The focus on the customer and the integration of the marketing function helps the company to create customer databases with comprehensive
information about individual customers or prospects.
3 Customer relationship management
Customer Relationship Management has been around for the last 30 years, but it became very important when companies changed their attitude towards marketing function. Nowadays, the cross-functional approach to marketing requires an organizational culture and climate that encourages collaboration and cooperation between departments. People within the business must understand their role in serving customers, internal or external one. CRM builds on the principles of relationship marketing and recognizes that customers are a business asset and not simply a commercial audience, implies the structuring of the company from functions to processes, information are used proactively rather than reactively and develops the ne-to-one marketing approaches (Payne, 2006). When defining CRM, we must first explain the difference between customer acquisition and customer retention. The two concepts have different drivers. Attracting customers has become very difficult these days, when people are harder to please. They are smarter, price conscious and sensitive, more demanding, less forgiving, and they are approached by many more competitors with equally good or better offers (Kotler,2003). Companies focus more on sales analysis, customer segmentation, advertising, merchandising and campaign management. The more difficult part is keeping the customers. According to Bruhn, a customer is satisfied when the comparison between offer and consumption fulfils his expectations, after he accepts the company, trusts it and exhibits a positive attitude towards it, becomes loyal to that company. In this situation, the customer talks favourably about the company and about its products, pays less attention to competing brands and is less sensitive to price, which turns transactions into routine (Bruhn, 1999). With customer retention, the company must pay attention to service satisfaction and trust in Customer relationship management the organization and its staff. Some companies believe that if a customer complaints the problem will be solved, but 96% of unsatisfied custome rs don’t complain and go to another company. Therefore, Customer Relationship Management is the mechanism for retaining customers (Russell-Jones, 2003). Mainly CRM allows the company to understand who their customer is, isolate the best customer (those with whom you desire to have long-standing relationships), create relationships stretching over time and involving multi-interactions, manage the relationship to mutual advantage, seek to acquire more of those “best” customers. Inputs like marketing strategy,customer base, products, and regulation, competitors and staff skills are synthesized in a CRM programme which creates outputs as customer service, customer retention, higher share of wallet, customer referral, more
predictable revenues streams, improved profitability, lower costs and better compliance (Russell-Jones, 2003).
4 Developing a strategy in customer relationship management
Because CRM is a cross functional activity and large companies have thousands and millions of customers, the need for a strategic framework is very high. The dimensions of a CRM strategy are mainly focused on defining the following topics:
(1)target segment.the company usually sets priorities between different customer segments, it defines strategic customers based on the portfolio analyses, factors as revenue, length of the relationship, income, collaboration with the customer. These are its analysis criteria.
(2)ways of retaining the customers.customers’ satisfaction is in the centre of all the decisions, but customers retention can also become a central issue through contractual clauses, such as service, leasing and warranty.
(3)choosing the instruments of CRM.the company combines the instruments of the 4P′s with focus on the customer.
(4)intensity and timing of the CRM decisions.show when and how should the company introduce different instruments; programmes can last from one day to one week, or from three month to two years.
cooperation within the CRM programme – sometimes the company must cooperate with other partners from the distribution channel, mainly between producer and wholesaler and retail.
5 Instruments of customer relationship management
The communication policy plays an important role in the instruments mix. It follows two objectives: first, to build a permanent dialogue with the customer in order to stabilize or change its expectations, and second, to counteract influences after consumption. The main CRM instruments within the communication policy are: Direct-Mail is material distributed through the postal se rvice to the recipients’ home or business address to promote a product or service. In CRM the mailed issue can vary from a simple letter to a catalogue, and its sending will always occur at a particular.moment in customer’s life (birthday, invitation for a n event). It must incorporate sticky gadgets to increase their chances of being opened and read; Newsletters are distributed to customers for free and contain information about new products, offers for special events and others; Fidelity cards (store cards) are an important tool in
gathering information about customer behaviour. By accumulating points of fidelity, the customer can benefit from different special offers; Clients club designates a concept which has grown in parallel with the fidelity cards. Its main forms are VIP-Club, Fan-Club, Product-Interest-Club, and Lifestyle-Club. The club represents an opportunity for the company to make offers in accordance with the social status, acceptance, prestige and expectations of its customers; Telemarketing allows companies to undertake marketing research and is highly measurable and accountable; the number of positive and negative responses are easily recorded and monitored. It provides for interaction, is flexible and permits immediate feed-back. Online-marketing includes many forms such as on-line advertising, on-line sales promotions, on-line direct marketing, on-line public relations, one-line personal selling. The medium used is the internet and the main instrument is the email. Virtual promotions are cheaper than hard copy versions, but the challenge is to drive traffic to your company’s Web site. Event-marketing takes place in three main areas: the product (here, it focuses on increasing sales), the corporation (for developing a corporate body) and the community (to make a difference in the life of the local community) (Bruhn, 1999& Fill, 2002). The price policy can be thought about in various ways when building a CRM programme: discounts for special customers, underselling or matching competitors, loyalty refunds, bundling items together and offering overall prices. Although price is not a measure of inherent value received, it is often used by customers as a benchmark, ignoring any other features or differences.
Key factors in the product policy are the product itself, with quality, design, technical features, packaging and service management which includes lifelong warranty, price warranty or a customer telephone line. An active management in the distribution policy can focus on the customer or on the distribution channel. The producer evaluates the activity of the distribution partner and Customer relationship management intervenes when needed. The focus on the customers is realised through a Key Account Management which develops programmes for special customers.
6 Customer relationship management in financial services
Financial services differ from many other industries. This can be seen particularly in Romania, where 40 commercial banks fight for a population of 21 million citizens. They cover the whole spectrum of customers from individuals to partnerships, institutions, corporations and governments. As a result, it can be very difficult to focus on single markets. Customers are often in two positions: they may have a deposit and savings accounts, but also loans and overdrafts. They are very service focused, they sell only intangibles. Financial services require
processing billions of transactions worldwide and they are one of the heaviest regulated industries in the world (Rusell-Jones, 2003).The customers in the financial services are better informed, are switching channels, and seem to be more demanding of service, and used to change. The market is also highly competitive and new entrants are coming with diverse products and approaches.
The industry of financial services in Romania has a very high potential and registers every year high growth rates. Till now, the location in a major city of the country with a population around 300.000 people was an advantage of the business and a success factor. Now the battlefield has moved in the small towns. The competition became tougher; banks began to develop and to introduce new products. Some experts say that a weakness of the banking sector is market segmentation. There is lots of information about customers, but it seems that banks prefer to focus on clients with large savings accounts. The main banks in Romania, as BRD, BCR, ING, and HVB-Tiriac announced for the year 2005 an increase in the number of the private banking clients. These are mainly customers with accounts between 50000 and 100000 Euros, they benefit of private consultancy, special interest rates, commissions, and special insurances. Customers have also a word to say about their bank. A market study made by Deadalus Consulting revealed that the customer profile for banking services is: person aged between 45-55 years, with higher or middle education. The most utilized service is the bank card for salaries payment (32.6%). Next, savings accounts (10.2%), credits for personal needs (11.1%), credits for buying electronics (9.2%) and auto leasing. The best grades were received by Raiffeisen Bank (8.83), BCR (8,58) and BRD Societe Generale (8.57). A customer’s criteria when choosing a bank are the trust in the bank, the environment in the branch, the quality of the staff, the advice they receive, the best interest rate they can receive, the information about the credit costs, and the conditions for obtaining a credit. A successful service provided by the majority of the banks is internet banking. It allows clients to save time and money, without going to the bank, 24 of 24 from inside or abroad. The access is free of charge or very cheap, and includes all kinds of activities from money transfer, payment orders, currency exchange, payment of current bills, external payments etc. The rate of penetration is still low, ranking between 10% and 30% of the customers in one middle bank.
7 Conclusions
Romanian companies must focus in the future on the Customer Relationship Management and try to turn a “susceptible” client into a “partner”, to transform people who once needed their product service, or occasional business partners into supporters and advocates and,
eventually, into loyal partners that “sell” on the behalf of the company. Companies must create a permanent dialogue with their customers, and fight for them, because the clientele is not given for free.Customers that were price sensitive show now a higher interest in quality, service and behaviour of staff, and a company which concentrated on a price strategy should check how prepared its rivals are for a competition in the aforementioned fields.Customer Relationship Management increases its flexibility and adaptability to the market, in a world of capricious clients.
人力资源外包外文翻译-标准化文件发布号：（9456-EUATWK-MWUB-WUNN-INNUL-DDQTY-KII
外文文献及翻译材料 Human Resource Outsourcing The innovation of technology and economic globalization change the economic environment of enterprises. To conquer the uncertainty in the environment and keep the competitive advantage，human resource outsourcing，one of HR service delivery models，has become more and more enterprises choice，which can reduce cost，improve efficiency and gain competitive advantage. Human resources outsourcing means that the enterprise in order to better carry out human resources management activities，part of the business of outsourcing，using outside outstanding professional skills to be integrated in order to achieve lower costs，improving the quality of service and more focus on human resources to the core business objectives。The domestic human resources outsourcing are relatively concentrated in the cause、advantages、select、a risk model、enterprises from the angle of view of human resources outsourcing more，and the choice of outsourcing service providers research is relatively small。Comprehensive exposition of human resources outsourcing decision-making、risk analysis、decision-making processes，Thus the choice of outsourcing service providers to provide some advice。 This thesis concludes the main content of HR0 based on the relevant theory and literature of HRO; then using the method of data analysis and comparison，and collecting the data of HR0 from The West countries，Asia area and China. In this thesis we mainly compare about the HRO function，HR0 reason and Perspective risk between these countries，and come out some valuable information，which is foundation of improve the level of Chinese HRO. Then we analyze Chinese HR0 further to find out the Problem in Chinese HRO，and come out the framework in Chinese HR0 from different angles covering HR0 market，HRO enterprise and HRO service provider and HRO process. Then we give the suggestions for Chinese HR0 from these four levels. Finally, the thesis has a case analysis on one HRO service provider，and discusses its history，HR0 content and process. Then we conclude its developing stage，main characteristics，problems and improvement.
目录 摘要 (2) 关键词 (2) 一、引言 (2) 二、绿色贸易壁垒概述 (3) 1、绿色贸易壁垒的概念 (3) 2、绿色贸易壁垒形成和发展的原因 (3) 3、绿色贸易壁垒的形式 (4) 4、绿色贸易壁垒的特点 (4) 三、绿色贸易壁垒对我国外贸的影响 ..................................... 错误！未定义书签。 1、对我国外贸的积极影响 (5) 2、对我国外贸的消极影响 (5) 四、我国外贸应对全球绿色贸易壁垒的对策 (6) 六、结语 (7) 参考文献 (7)
关于绿色贸易壁垒对我国出口贸易的影响的文献综述 摘要： 绿色贸易壁垒由于具有表面上的合理性以及隐蔽性等特点，成为当今国际贸易领域行之有效的贸易保护手段之一。这引起了我国众多学者的关注，他们从绿色贸易壁垒的概念、形式、特点入手，对绿色贸易壁垒对我国外贸的影响进行了研究，分析绿色贸易壁垒对我国出口市场范围，出口商品结构，出口贸易增长速度，经济效益和国际贸易关系的影响。并针对我国出口贸易面临绿色贸易壁垒日益增多的现实状况，提出我国外贸应对全球绿色贸易壁垒的对策。本文将众多学者的观点进行了梳理，并进行了一定的评论。 关键词：绿色贸易壁垒出口经济措施 Abstract：Green barriers on the surface as a reasonable and hidden features, to become effective in today's international trade is one means of trade protection. This has led to the concern of many scholars in China, they are from the concept of green trade barriers, form, features start on the green trade barriers on China's foreign trade was studied to analyze the green range of trade barriers on China's export market, export commodity structure, exports trade growth, economic efficiency and international trade relations. And green for China's export trade is facing increasing trade barriers, the reality of the situation, put forward China's foreign trade measures to address global green trade barriers. This will be the point of view of many scholars of the sort, and make some comments. Key Words：Green trade barrier；Export Economy；Measures 一、引言 进入21世纪，人们的消费观念有了前所未有的变化，对绿色产品显示出了旺盛的需求。随着工业化进程的加快，世界经济得到了高速发展，但是随之而来是环境的破坏，环境污染问题日渐突出。绿色壁垒是20 世纪环保浪潮的产物，初衷在于保护环境和人类安全。但伴随着全球一体化的进程，国际贸易迅速发展，国家间的贸易竞争也更加激烈，而关税壁垒和非关税壁垒受到了严格限制。在这种情况下，既可以保护环境，又可以保护国内产品和市场的绿色壁垒被越来越多的国家采用，成为一种新型的非税壁垒形式。绿色壁垒作为一种“合法”的贸易壁垒，越来越多地影响到国际贸易的正常进行。为了保护国内环境和市场，发展我国相关产业，更好地维护我国利益，寻找跨越绿色壁垒的方法成为当务之急。因此，本文将众多学者对绿色贸易壁垒对我国出口贸易的影响
商务英语专业毕业论文参考题目（教师选题） 一、 1、商务英语的特点及翻译技巧 2、商务英语函电翻译技巧 3、商务英语信函的语体分析 3、浅谈商务信函的文体特征 4、商务英语学习方法探究 5、商务英语学习中跨文化交际能力的培养 6、国际商务谈判中应注意的文化因素 7、商务谈判中的跨文化冲突 8、试论普通英语与商务英语的差异 9、商务谈判中的语言艺术 10、商标名称的翻译与策略 11、广告英语的分类与分析 12、试论文化因素对商务活动的作用 13、商务英语听力策略研究 14、商务英语写作问题研究 15、商务英语考试技巧研究 16、电子商务对国际贸易的影响及对策 17、The Ways to Increase the Competitiveness of China’s Export Goods 18、The Advantages and the Disadvantages of China’s Cheap Labor in Its Foreign Trade 19、Multinational Corporations Help China Develop Its Economy 20、Export and Import Are Equally Necessary to China 二、 1、初析英文广告句式结构及修辞的功能 2、从文化视角比较中英文广告语言
4、商务英语发展现状浅祈 5、商务英语翻译技巧 6、商务英语函电中的文化因素初探 7、商务英语专业人才培养模式改革与实践 8、试论文化导入在商务英语教学中的作用 9、中英文广告标题的共同点 10、中英文广告传播之语言特色及跨文化问题 11、商品译文的品牌形象对商务英语翻译教学的启示 12、商务英语翻译标准初探 13、试论商务英语写作的简洁礼貌原则及写作技巧 14、我国在国际贸易中实施反倾销的应对策略 15、现代商务英语书信的写作风格和语法特点 16、英文广告的特点及翻译 17、从修辞方面浅探商务英语的语言特色 18、浅议国际贸易的几点理论创新 19、高职高专商务英语专业教学模式探讨 20、商务英语翻译技巧 21、商务英语书面语篇词汇特点分析 22、礼貌原则在商务英语信函写作当中的应用 三、 1、商务英语的特点及翻译技巧 2、商务函电翻译的用词技巧 3、商标名称的翻译与策略 4、商务谈判中的语言艺术 5、商务谈判的文化障碍 6、商务英语课程设置的探讨 7、商务谈判中英语的重要性 8、商务英语学习中跨文化交际能力的培养 9、商务谈判中的跨文化冲突
数据库管理系统的介绍 Raghu Ramakrishnan1 数据库（database,有时拼作data base）又称为电子数据库，是专门组织起来的一组数据或信息，其目的是为了便于计算机快速查询及检索。数据库的结构是专门设计的，在各种数据处理操作命令的支持下，可以简化数据的存储，检索，修改和删除。数据库可以存储在磁盘，磁带，光盘或其他辅助存储设备上。 数据库由一个或一套文件组成，其中的信息可以分解为记录，每一记录又包含一个或多个字段（或称为域）。字段是数据存取的基本单位。数据库用于描述实体，其中的一个字段通常表示与实体的某一属性相关的信息。通过关键字以及各种分类（排序）命令，用户可以对多条记录的字段进行查询，重新整理，分组或选择，以实体对某一类数据的检索，也可以生成报表。 所有数据库（最简单的除外）中都有复杂的数据关系及其链接。处理与创建，访问以及维护数据库记录有关的复杂任务的系统软件包叫做数据库管理系统（DBMS）。DBMS软件包中的程序在数据库与其用户间建立接口。（这些用户可以是应用程序员，管理员及其他需要信息的人员和各种操作系统程序）。 DBMS可组织，处理和表示从数据库中选出的数据元。该功能使决策者能搜索，探查和查询数据库的内容，从而对在正规报告中没有的，不再出现的且无法预料的问题做出回答。这些问题最初可能是模糊的并且（或者）是定义不恰当的，但是人们可以浏览数据库直到获得所需的信息。简言之，DBMS将“管理”存储的数据项，并从公共数据库中汇集所需的数据项以回答非程序员的询问。 DBMS由3个主要部分组成：（1）存储子系统，用来存储和检索文件中的数据；（2）建模和操作子系统，提供组织数据以及添加，删除，维护，更新数据的方法；（3）用户和DBMS之间的接口。在提高数据库管理系统的价值和有效性方面正在展现以下一些重要发展趋势； 1.管理人员需要最新的信息以做出有效的决策。 2.客户需要越来越复杂的信息服务以及更多的有关其订单，发票和账号的当前信息。 3.用户发现他们可以使用传统的程序设计语言，在很短的一段时间内用数据1Database Management Systems( 3th Edition ),Wiley ,2004, 5-12
顾客满意策略与顾客满意营销 原文来源：《Marketing Customer Satisfaction 》自20世纪八十年代末以来, 顾客满意战略已日益成为各国企业占有更多的顾客份额, 获得竞争优势的整体经营手段。 一、顾客满意策略是现代企业获得顾客“货币选票”的法宝随着时代的变迁, 社会物质财富的极大充裕, 顾客中的主体———消费者的需求也先后跨越了物质缺乏的时代、追求数量的时代、追求品质的时代, 到了20世纪八十年代末进入了情感消费时代。在我国, 随着经济的高速发展,我们也已迅速跨越了物质缺乏时代、追求数量的时代乃至追求品质的时代, 到今天也逐步迈进情感消费时代。在情感消费时代, 各企业的同类产品早已达到同时、同质、同能、同价, 消费者追求的已不再是质量、功能和价格, 而是舒适、便利、安全、安心、速度、跃动、环保、清洁、愉快、有趣等,消费者日益关注的是产品能否为自己的生活带来活力、充实、舒适、美感和精神文化品位, 以及超越消费者期望值的售前、售中、售后服务和咨询。也就是说, 今天人们所追求的是具有“心的满足感和充实感”的商品, 是高附加值的商品和服务,追求价值观和意识多元化、个性化和无形的满足感的时代已经来临。 与消费者价值追求变化相适应的企业间的竞争, 也由产品竞争、价格竞争、技术竞争、广告竞争、品牌竞争发展到现今的形象竞争、信誉竞争、文化竞争和服务竞争, 即顾客满意竞争。这种竞争是企业在广角度、宽领域的时空范围内展开的高层次、体现综合实力的竞争。它包括组织创新力、技术创新力、管理创新力、产业预见力、产品研发力、员工向心力、服务顾客力、顾客亲和力、同行认同力、社会贡献力、公关传播沟通力、企业文化推动力、环境适应力等等。这些综合形象力和如何合成综合持久的竞争力, 这就是CSft略所要解决的问题。CS寸代,企业不再以“自己为中心”,而是以“顾客为中心”；“顾客为尊”、“顾客满意”不再是流于形式的口号, 而是以实实在在的行动为基础的企业经营的一门新哲学。企业不再以质量达标, 自己满意为经营理念, 而是以顾客满意, 赢得顾客高忠诚度为经营理念。企业经营策略的焦点不再以争取或保持市场占有率为主, 而是以争取顾客满意为经营理念。因此, 营销策略的重心不再放在竞争对手身上而是放在顾客身上, 放在顾客现实的、潜在的需求上。当企业提供的产品和服务达到了顾客事先的期望值, 顾客就基本满意；如果远远超越顾客的期望值, 且远远高于其他同行, 顾客才真正满意；如果企业能不断地或长久地令顾客满意, 顾客就会忠诚。忠诚的顾客不仅会经常性地重复购买, 还会购买企业其它相关的产品或服务；忠诚的顾客不仅会积极向别人推荐他所买的产品, 而且对企业竞争者的促销活动具有免疫能力一个不满意的顾客会将不满意告诉16-20个人, 而每一个被告知者会再传播给12-15个人。这样, 一个不满意者会影响到二、三百人。在互联网普及的今天, 其影响则更大。据美国汽车业的调查, 一个满意者会引发8笔潜在的生意, 其中至少有一笔会成交。而另一项调查表明, 企业每增加5%的忠诚顾客, 利润就会增长25%-95%。一个企业的80%的利润来自20%的忠诚顾客；而获取一个新顾客的成本是维持一个老顾客成本的6倍。所以,美国著名学者唐?佩 珀斯指出: 决定一个企业成功与否的关键不是市场份额, 而是在于顾客份额。 于是, 企业纷纷通过广泛细致的市场调研、与消费者直接接触、顾客信息反馈等方式来了解顾客在各方面的现实需求和潜在需求。依靠对企业满意忠诚的销售、服务人员, 定期、定量地对顾客满意度进行综合测定, 以便准确地把握企业经营中与“顾客满意” 目标的差距及其重点领域, 从而进一步改善企业的经营活动。依靠高亲和力的企业文化、高效率的人文管理和全员共同努力, 不断地向顾客提供高附加值的产品, 高水准的亲情般的服
文献信息： 文献标题：Challenges and opportunities affecting the future of human resource management（影响人力资源管理未来的挑战和机遇） 国外作者：Dianna L. Stone，Diana L. Deadrick 文献出处：《Human Resource Management Review》, 2015, 25(2):139-145 字数统计：英文3725单词，21193字符；中文6933汉字 外文文献： Challenges and opportunities affecting the future of human resource management Abstract Today, the field of Human Resource Management (HR) is experiencing numerous pressures for change. Shifts in the economy, globalization, domestic diversity, and technology have created new demands for organizations, and propelled the field in some completely new directions. However, we believe that these challenges also create numerous opportunities for HR and organizations as a whole. Thus, the primary purposes of this article are to examine some of the challenges and opportunities that should influence the future of HR. We also consider implications for future research and practice in the field. Keywords: Future of human resource management, Globalization, Knowledge economy Diversity, Technology 1.Change from a manufacturing to a service or knowledge economy One of the major challenges influencing the future of HR processes is the change from a manufacturing to a service or knowledgebased economy. This new economy is characterized by a decline in manufacturing and a growth in service or knowledge as the core of the economic base. A service economy can be defined as a system based on buying and selling of services or providing something for others (Oxford
绿色壁垒对我国农产品贸易的影响及对策 当前，在国际贸易中绿色贸易壁垒已成为最重要的贸易的贸易壁垒之一，农业作为一种弱势产业更容易受到影响。绿色贸易壁垒是我国农产品出口所面临的严峻挑战，也是我国农产品出口最大的障碍。由于农产品贸易在我国对外贸易中占有重要地位，因此如何突破绿色贸易壁垒对我国农产品出口限制，对推动我国农产品发展具有重要的现实意义。 本文首先从绿色贸易壁垒的相关理论出发，对绿色贸易壁垒的定义、产生的根本原因和表现的形式特点进行了综述，研究了国外绿色贸易壁垒对我国农产品出口的影响状况；同时本文还指出我国农产品出口遭遇绿色贸易壁垒的原因，在此基础上运用国际贸易知识对发达国家绿色贸易壁垒对我国的影响分析结合，政府、企业、行业对我国农产品跨越绿色贸易壁垒提出相关的对策和建议。 随着生活水平的提高, 人们越来越重视自身的生活质量问题, 近年来兴起的绿色消费概念正是其中一种现象。而绿色壁垒则是国际社会对环境与贸易关注的结果, 各个国家越来越多地在对外贸易中实施这种保护手段。随着国际市场绿色需求的不断增强, 以及环境保护的共识, 绿色贸易保护迅速兴起, 以环境保护为名的绿色壁垒成为国际经济贸易中重要的非关税保护措施之一。然而, 由于发展中国家与发达国家经济发展程度的不同, 导致各国在对待经济发展与环境保护问题上侧重点的不同, 发达国家在环境保护意识、政策、法规及技术等方面的领先, 而且, 目前各国的绿色贸易壁垒是根据各国自身的情况来设置的,还没有形成世界统一标准的制度, 各国绿色壁垒的限制程度难以预测。这就使目前的绿色壁垒有可能被发达国家利用为限制发展中国家产品进口的重要手段。绿色壁垒不仅对产品的品质提出很高的要求, 而且涉及到产品的产前、产中、产后各个阶段, 给发展中国家的对外贸易与经济发展带来了很严重的影响。 绿色贸易壁垒，是指在国际贸易领域，进口国以保护生态环境、自然资源、维护人类和动植物生命健康和安全为由而制定的一系列限制或禁止进口的贸易措施。由于发达国家所采取的这些措施复杂而严格，对发展中国家产品的出口构成绿色贸易壁垒。
客户盈利能力分析中英文对照外文翻译文献 客户盈利能力分析中英文对照外文翻译文献(文档含英文原文和中文翻译)
客户盈利能力分析的实施：案例研究 摘要：通过使用客户盈利能力分析（CPA），企业可以决定客户群和/或个人客户的利润贡献。本文介绍了CPA的实施办法。执行过程中使用的是公司产的案例研究和销售的专业清洁产品说明。这个案例研究突出了工业环境与CPA的具体问题，并把结果提供了实施定期CPA过程中可能带来的好处的例子。 关键词：客户盈利;客户关系管理（CRM）;实施;案例分析。 1.介绍： 在任何给定的客户群，将有客户产生的公司，并在公司有承担，以确保这些收入成本收入差异。虽然大多数公司将了解客户的收入，很多企业并不知道与客户关系有关的所有费用。在一般情况下，产品成本将被称为为每一个客户，但销售和市场营销，服务和支持成本大多视为开销。客户盈利能力分析（CPA）是指收入和成本分配到细分客户或个人客户，这样，这些段和/或单个客户的盈利能力可以计算出来。 CPA日益关注的动力是双重的。首先，不同产品作业成本法在上世纪90年代兴起（ABC）导致了不同程度的提高认识到制造业使用公司的资源。当使用ABC，公司首先确定成本库：组织内进行的活动类别。其次，信息技术使得有可能记录和分析更多的客户的数据在类型和量中。随着数据如订单数量，销售访问次数，服务电话号码等存储在各个客户的水平，有可能去实际计算客户盈利。它被认为是良好的行业营销实践建立和培养与客户的利益关系。为了能够做到这一点，企业应该懂得目前的客户关系不同的盈利能力，以及什么客户群提供更高的潜力，未来盈利的客户关系。 2.CPA的潜在效益 CPA的直接好处在于它提供了在成本和收入超过客户分布不均的情况。在成本中的客户传播的信息将是特别有价值的，因为收入分配一般是已知的公司。这种认识在何种程度上特定客户消费公司的资源产生了公司在三个领域的新机遇：成本管理，收入管理和战略营销管理。 首先，CPA揭示了有针对性的成本管理和利润改善计划的机会。公布的数据显示例子，其中20％的客户创造利润225％，其中一半以上的客户是盈利或者对客户的损失可能会高达2.5倍的销售收入。CPA，作为ABC的一个具体应用，揭示活动和资源消耗之间的联
Enterprise Human Resources Management System Design And Implementation Abstract: Human resource management system is the core content of modern enterprise management. With the rapid development of the computer information technology and unprecedented prevalence of electronic commerce mode，the competition between enterprises is turning from visible economic markets to the network. Developing the human resource management system supported by computer technology，network technology and information technology can not only improve the skill of human resource management and the efficiency of the enterprises but also make human resource management modern and decision sciencefic,Modern human resource management uses B/S mode to avoid C/S modes short coming of difficult in maintdning and reusing.According to the functional requirements of the actual project,this article specificly state the analysis of system,the general desigin of the system,the detail design of system and the practice of the system. The development of the system is the practice of MVC design ideas, maing using the Jsp+Servlet+JavaBean form of development.Jsp is the practice of MVC design ideas’view,in charge of receiving/responding the request of the customer.Servlet mainly responsible for the core business control of the whole system is the practice of the vontroller of MVC design idea to take charge of the statistics and rules of the whole system. In the practice of the system, somr open-source projrcts,such as the Ajax technique,JfreChart statements,fileupload technology,has been used. Using the modern human resource management theropy and analysising the actual situation, comparing the current situation of human resource management system, a huaman resource contents of management system basied on the Internet/Intranet has been designed. The main management,attendance management training more efficient statistics. Keywords:human resource management; B/S mode; Open-source projects; MVC mode. 摘要 人力资源管理系统是现代企业管理的核心内容。随着计算机信息技术的高速发展，电子商务模式的空前盛行，企业之间的竞争也从有形的经济市场转向了网络。开发以计算机技术、网络技术、信息技术支持的现代人力资源管理系统，既能提高企业人力资源管理的技术含量和企业的办事效率，也能使人力资源管理能够进入现代化、决策科学化的进程。现代人力资源管理系统采用了B/S模式，可以避免C/S模式的重用性差、维护难度高的缺点和
中文3100字，2000单词，1.1万英文字符 出处：Kuppusamy M, Gharleghi B. Green Barriers and China's Agricultural Product Export: Is There Any Relationship?[J]. Asian Social Science, 2014, 10(16):34-41. 原文 Green Barriers and China's Agricultural Product Export: Is There Any Relationship? Kuppusamy, Mudiarasan; Gharleghi, Behrooz Abstract As an agricultural country, the export of China's agricultural products are often suffered the restrictions from the green barriers. The positive green barriers can regulate the agricultural production in China, and promote the agricultural development and international trade; on the other hand, the negative green barriers would increase the cost of trade, trade friction, and prevent the development of international trade. So the research of influence of green barriers on China's agricultural products is very realistic. According to the influence of green barriers on China's agricultural exports, the corresponding countermeasures can be made to deal with the green barriers and improvement of China's competitiveness in the international competition. This study examines the causes, influences and methods of green barriers on China's agricultural products export based on the questionnaires of 200 staffs of agricultural trade companies in Xi'an of Shaanxi province in China. To address this issue, Partial Least Square method is applied and the empirical result shows that there is a positive and significant effect from causes, influences, and methods towards the China's agricultural products export. Keywords: green barriers, agricultural product, export, China 1. Introduction The green barrier is one of the most frequent measures in developed countries from the 1990's (Feng, 2007). As an agricultural country, the export of China's agricultural products are often suffered the restrictions from the green barriers. The positive green barriers can regulate the agricultural production in China, and promote the agricultural development and international trade; on the other hand, the negative green barriers would increase the cost of trading, even cause trade friction, and prevent the development of international trade. Green barriers are also called environmental barriers and green protectionism, which is a new trade barrier since 1990s. Buyers will impose green barriers on sellers' export when the buyers want to protect their own limited resources, human, animal, plant health and ecological environment in the modern international trade. Green barriers take place when importers have strict environmental protection laws and regulations to manage their own environment and technology standards. The green barriers are becoming not only the serious challenges faced by China's agricultural export products but also the biggest obstacle for China's agricultural exports (Yu, 2010). To deal with the green barriers, it is important to identify the causes of green barriers on China's agricultural products export, which are from both import and export countries. The limited agricultural technology of China is one significant cause. Due to the limited agricultural technology of China, the agricultural export products can't meet the high
本科毕业设计(论文)外文翻译 译文： ASP ASP介绍 你是否对静态HTML网页感到厌倦呢？你是否想要创建动态网页呢？你是否想 要你的网页能够数据库存储呢？如果你回答：“是”，ASP可能会帮你解决。在2002年5月，微软预计世界上的ASP开发者将超过80万。你可能会有一个疑问什么是ASP。不用着急，等你读完这些，你讲会知道ASP是什么，ASP如何工作以及它能为我们做 什么。你准备好了吗？让我们一起去了解ASP。 什么是ASP? ASP为动态服务器网页。微软在1996年12月推出动态服务器网页,版本是3.0。微软公司的正式定义为:“动态服务器网页是一个开放的、编辑自由的应用环境,你可以将HTML、脚本、可重用的元件来创建动态的以及强大的网络基础业务方案。动态服务器网页服务器端脚本,IIS能够以支持Jscript和VBScript。”(2)。换句话说,ASP是微软技术开发的,能使您可以通过脚本如VBScript Jscript的帮助创建动态网站。微软的网站服务器都支持ASP技术并且是免费的。如果你有Window NT4.0服务器安装,你可以下载IIS（互联网信息服务器）3.0或4.0。如果你正在使用的Windows2000,IIS 5.0是它的一个免费的组件。如果你是Windows95/98,你可以下载(个人网络服务器(PWS),这是比IIS小的一个版本，可以从Windows95/98CD中安装，你也可以从微软的网站上免费下载这些产品。 好了，您已经学会了什么是ASP技术，接下来，您将学习ASP文件。它和HTML文 件相同吗？让我们开始研究它吧。 什么是ASP文件？ 一个ASP文件和一个HTML文件非常相似，它包含文本，HTML标签以及脚本，这些都在服务器中，广泛用在ASP网页上的脚本语言有2种，分别是VBScript和Jscript，VBScript与Visual Basic非常相似，而Jscript是微软JavaScript的版本。尽管如此，VBScript是ASP默认的脚本语言。另外，这两种脚本语言，只要你安装了ActiveX脚本引擎，你可以使用任意一个，例如PerlScript。 HTML文件和ASP文件的不同点是ASP文件有“.Asp”扩展名。此外，HTML标签和ASP代码的脚本分隔符也不同。一个脚本分隔符,标志着一个单位的开始和结束。HTML标签以小于号(<)开始(>)结束，而ASP以<%开始，%>结束，两者之间是服务端脚本。
XXX学院 毕业设计(论文)外文资料翻译 学院：计算机与软件工程学院 专业：计算机科学技术(软件工程方向) 姓名： 学号： 外文出处：GoyKakus.THE RESEARCH OFCUSTOMER RELATIONSHIP MANAGEMENT STRATEGY [J]. International Journal of Management Research & Review, 2017, 1(9): 624-635. 附件： 1.外文资料翻译译文；2.外文原文。 注：请将该封面与附件装订成册。
附件1：外文资料翻译译文 客户关系管理战略研究 Goy Kakus 摘要 客户关系管理解决方案，通过为你提供客户业务数据来帮助你提供客户想要的服务或产品,提供更好的客户服务、交叉销售和更有效的销售,达成交易,保留现有客户并更好地理解你的客户是谁。本文探讨了客户关系管理模型在获得、保持与发展策略方面的优势。然而,我们对其定义和意义还存在一些困惑。本文通过考察关系营销和其他学科方面的相关文献，解释了客户关系管理的概念基础,从而对客户关系管理的知识作出了贡献。 关键词:客户关系管理模型, 客户关系管理的博弈改变者与关键策略 引言 CRM 是客户关系管理的简称。它的特征在于公司与客户的沟通,无论是销售还是服务相关的。客户关系管理这一术语经常用来解释企业客户关系,客户关系管理系统也以同样的方式被用来处理商业联系, 赢得客户,达成合同和赢得销售。 客户关系管理通常被考虑作为一个业务策略，从而使企业能够: *了解客户 *通过更好的客户体验留住客户 *吸引新客户 *赢得新客户和达成合同 *提高盈利 *减少客户管理成本 *通过服务台等工具软件,电子邮件组织者和不同类型的企业应用程序，企业业务经常寻求个性化的在线体验。 设计精良的客户关系管理包括以下特征: 1．客户关系管理是一种以顾客为中心并以客户投入为基础的服务响应，一对一的解决客户的必需品, 买家和卖家服务中心直接在线互动,帮助客户解决他