【作者】 侯立文； 蒋馥；

【Author】 HOU Li-wen,JIANG Fu(School of Management, Shanghai Jiaotong University, Shanghai 200052 , China)

【机构】 上海交通大学管理学院；

【摘要】 首先阐述了客户忠诚度对企业的重要价值,然后提出了几种提升客户忠诚的方法,在此基础上运用Petri网建立了客户忠诚的提升模型,最后通过一演算实例说明了模型的适用性。更多还原

【Abstract】 The paper firstly expounds the value of customer loyalty to any enterprise. And then several approaches to improve the customer loyalty are summarized from practical operation. Next a Petri Net model as a decision tool for studying the customer loyalty has been established to support the tradeoff between the cost to improve customer loyalty and revenue to acquire from those loyal customers. Finally a case is given to demonstrate the availability of the model.更多还原