摘要
针对供电企业用电客户,从客户价值的内涵界定入手,基于对现有分析评价方法的研究,提出了供电企业客户价值评价指标体系,建立了客户价值综合评价模型。模型对传统的灰色关联法进行改进,采用层次分析法给指标赋权,使指标权重更科学合理。最后通过实例证明了模型的有效性。
The conception of customer value is defined. The customer value index system and comprehensive evaluation model are established by analyzing the evaluation methods for power supply enterprises. The weight of each index model is determined by adopting the analytic hierarchy process (AHP). The grey relational analysis is used to appraise the customer value. The validity of the model is proved by the example of Baoding Power Supply Branch.
出处
《华北电力大学学报(自然科学版)》
CAS
北大核心
2006年第5期97-101,共5页
Journal of North China Electric Power University:Natural Science Edition
关键词
供电企业
客户关系管理
客户价值
层次分析法
灰色关联分析
power supply enterprises
customer relationship management
customer value
AHP
grey relational analysis