摘要
客户关系退出行为模式和退出倾向识别机理是客户关系修复理论的关键研究内容。本文根据关系问题出现时所处的客户关系生命周期阶段不同,提出了4种客户关系退出行为模式,探讨了如何结合所提出的客户关系退出行为模式解决客户退出倾向识别和客户关系修复问题。
The research on exiting behavior model of customer relationship and identifying mechanism of exit- propensity are key problems in customer relationship restoring theory.Based on the customer relationship lifecycle phase in which relationship problems occur,four exiting behavior models of customer relationship are put off in this paper.It is discussed how to identify exit-propensity and restore customer relationship by use of the four exiting behavior models.
出处
《经济管理》
CSSCI
北大核心
2005年第4期47-51,共5页
Business and Management Journal ( BMJ )
基金
国家自然科学基金项目(70372020)
浙江省社科基金重点课题(Z03GL11)的部分研究成果
关键词
客户关系管理
退出行为模式
退出倾向识别
客户关系修复
customer relationship management
exiting behavior model
identifying of exit-propensity
customer relationship restoring
