运用模糊数学方法进行客户关系价值判定

本文采用模糊数学当中模糊综合评判的原理与方法达到评价判定客户关系价值的目的。文中所建立的客户关系价值的模糊综合评判模型属于二级模糊综合评判,其指标体系的主准则层由“客户贡献价值”、“客户认同感与忠诚度”、“企业支付的客户成本”三个指标组成,并采用Delphi法设计各评价指标权重和评估子准则层。文章力图为客户关系管理中客户价值判定、客户分类及客户组合设计与管理等实际问题提供思路与方法。

Research on Customer Relation Value based on Fuzzy Comprehensive Evaluation

This paper uses the principle and method of fuzzy synthesis evaluation to evaluate the value of customer relation. The fuzzy comprehensive evaluation model offered in the article is a two level fuzzy synthesis evaluation. The main criterion layer of the index system comprises three indexes ＂customers＂ contributing value＂, ＂ the degree of customers＂ appreciation ＆ faith＂, ＂enterprise＇s cost to customer ＂. The article designs the weight of the index by using Delphi method. The purpose of this paper is to provide an idea ＆ method for evaluating the value of customer relation.