【摘要】 以客户关系发展的五阶段理论为基础,介绍了根据企业客户关系管理系统的历史记录建立客户关系发展的马尔柯夫过程模型的方法和过程,并得到了客户生命周期价值函数。将该模型应用于企业CRM系统实践,分析了客户在不同阶段的转移概率对客户生命周期价值的影响,得到了用以指导企业CRM实践的客户发展策略。更多还原

【Abstract】 Based on the five-stage theory of customer relationship development and the records of CRM system, this paper introduces the establishment of the Markov Process Model of customer relationship development and obtains the function of Customer Lifetime Value (CLV). Through applying the model to the CRM system, it analyses the influence of switching probability upon CLV and obtains the customer development strategies for CRM system of the enterprise.更多还原