摘要
针对现行的顾客关系管理理论中按照到顾客价值的顾客分类方法存在一定的困难,研究顾客价值的量化、分类,对于我国企业更好的进行市场细分,在顾客管理中更好的做到有的放矢,从而提高顾客的盈利性,具有重要的理论意义和应用价值。文章将构建一个顾客价值分类矩阵,针对不同的顾客价值将顾客分类,以帮助企业识别出有价值的顾客,更好的进行顾客关系管理。
It's difficult to classify customers by the customer value in the customer relationship management. Therefore, it's significant in theory and practice to study the calculation and classification of the customer value. It's also very important for the enterprises to make customer classification and effectively manage customer relationship as well as increase the profits. A customer-value classification matrix is established in this paper. Classification of customer by the different customer value will help the enterprises identify the valued customer and effectively make the customer-relationship management.
出处
《大连理工大学学报（社会科学版）》
2005年第2期50-53,共4页
Journal of Dalian University of Technology(Social Sciences)
关键词
顾客价值
顾客分类
顾客份额
customer value
customer classfication
share of customer
