| 基于三维客户分类价值体系的客户关系管理研究 |
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| 引用本文： | 于红霞,汪波,钱荣. 基于三维客户分类价值体系的客户关系管理研究[J]. 商业经济与管理, 2006, 181(11): 43-47,67 |
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| 作者姓名： | 于红霞 汪波 钱荣 |
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| 作者单位： | 1. 天津大学,天津,300072
2. 宁波市交通局,浙江,宁波,315040 |
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| 摘 要： | 针对基于客户价值矩阵的客户类型划分方法的不足，本文提出三维价值评价体系，除客户价值和客户潜在价值之外，将企业自身相对优势作为第三个变量指标，并通过模糊综合评价判断出各指标的价值高低，借助三维价值体系图，将客户分为八类，同时本文针对这八类客户的不同特征，提出了相应的资源配置及价值提升策略，从而帮助企业培养更强的客户导向意识，引导企业业绩改善的方向。
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| 关 键 词： | 客户关系管理 客户分类 三维价值体系 模糊综合评价 |
| 文章编号： | 1000-2154（2006）11-0043-05 |
| 收稿时间： | 2006-09-02 |
| 修稿时间： | 2006-09-02 |
Researches on CRM Based on a 3-Dimension Value System of Customer Classification |
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| YU Hong-xia,WANG Bo,QIAN Rong. Researches on CRM Based on a 3-Dimension Value System of Customer Classification[J]. Business Economics and Administration, 2006, 181(11): 43-47,67 |
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| Authors: | YU Hong-xia WANG Bo QIAN Rong |
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| Affiliation: | 1. Tianjin University, Tianjin 300072, China ; 2. Ningbo Transport Bureau, Ningbo 315040, China |
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| Abstract: | Considering the deficiency of CV-matrix-based customer classification method,a 3-dimension value evaluation system is proposed in this essay.Besides the two indexes of customer value and customer potential value,companies' own relative advantage serves as a third variable index.By fuzzy comprehensive evaluation model to get different values of the three indexes and by virtue of 3-dimension value system,the customer type is classified into 8.And according to the different characteristics of the 8 sorts,the corresponding strategies of resources allocation and value upgrading are proposed,which will help companies to foster stronger customer-oriented concept,and point the direction of the performance improvement for the companies. |
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| Keywords: | customer relationship management(CRM) customer classification 3-dimension value system fuzzy comprehensive evaluation |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
