基于生命周期的客户知识管理策略

Strategy of Customer Knowledge Management Base on Lifetime

同行业中相似的客户关系管理的解决方案导致企业间服务的差异趋同,客户的保留成本正在上升,保留老客户的商业策略不再具有早期节约客户成本的效果.在分析客户关系管理的新思路———客户知识管理的基础上,通过分析不同客户生命周期中购买决策过程的不同阶段客户流向企业的信息,提出了5种风格的客户知识管理应用方案.

The same CRM solution in same industry results in service assimilation among businesses, the cost of customer retention are rising, such strategy can not serve the purpose of saving customer cost for companies. This article introduces the new CRM solution- CKM, then analyzes the information from customer to company through the process that company dealing with consumer, and proposes a solution of the five styles CKM.