【摘要】 根据客户关系管理中客户关系发展的周期性特点,提出了客户关系发展的五阶段模型. 以此为基础,构造了马尔可夫过程模型,对客户关系的动态发展进行了分析研究,并得出了客户关系生命周期价值的定量计算方法. 以该方法为基础,定量分析了影响客户关系发展的各个因子对客户关系生命周期价值的影响,得到了可供企业借鉴的客户关系管理策略.更多还原

【Abstract】 According to the periodical character of customer relationship development (CRD) in Customer relationship management (CRM), in the paper the five-stage model of CRD is proposed. Based on the model, a Markov process model is established to analyze the dynamic development of customer relationship, through which the quantitative computation method of customer relationship lifecycle value (CRLV) is obtained. Based on the method, the influence of several factors in CRD on CRLV is analyzed quantitatively and some management strategies giving a reference to enterprises are obtained.更多还原