摘要
客户保持对企业的利润有着惊人的影响。通常会发现企业客户中最好的20%产生了80%的价值,在一些情况下,甚至是全部价值。因此可以从客户对企业的终身价值贡献的角度去细分哪些客户属于20%,哪些属于80%。细分客户可以使企业集中精力为较高价值的客户服务,从而提高自己的盈利能力和竞争优势。
Usually the best 20 percent of customers produce about 80 percent of value, and in some special situations, even the total value. At the same time, customers have an astonishing effect on profits. Even a small rise in the percentage of customers can result in considerable increase of enterprise~ profits. So we can decide which customer belong to ＂20 percent＂ and which belong to ＂80 percent＂ in terms of life - time value for enterprises from customer, which makes enterprises select and maintain customers better and focus on the service for more profitable customers in order to promote profits and competitive advantage.
出处
《安阳工学院学报》
2005年第6期89-90,共2页
Journal of Anyang Institute of Technology
关键词
客户终身价值
客户终身价值构成
客户细分
customer life - time value
constitution of customer life - time value
customer segment
