摘要
通过对顾客满意、顾客忠诚与顾客价值概念的界定,对顾客满意、顾客忠诚与顾客价值之间的互动关系进行剖析·指出“令所有顾客满意”的“顾客满意观”并不可行,只有实行顾客价值管理,识别有价值的顾客,以顾客终身价值创造为核心,才能提高顾客的忠诚度,最终实现企业价值最大化的最终目标·
The thesis analyses the relations of customer satisfaction, loyalty and value by defining them, and points out that ＂customer satisfaction view＇of satisfied all customers is not correct. Only carrying out customer value management, distinguishing valuable customers and takeing customer lifetime value as core, can we enterprises enhance customer loyalty degree and achieve the ultimate maximum object of maximum value.
出处
《怀化学院学报》
2006年第5期69-72,共4页
Journal of Huaihua University
关键词
顾客满意
顾客忠诚
顾客价值
顾客终身价值
customer satisfaction
customer loyalty
customer value
customer lifetime value
