顾客保留管理战略探析

Analysis on the Strategy of Customer Retention Management

顾客保留管理是"以顾客为中心"的新型商业模式顾客关系管理的核心组成部分,是一种旨在改善企业与顾客之间关系的新型管理战略。顾客保留率是顾客关系管理中的重要概念,也是顾客关系好坏的重要衡量指标。从探讨顾客保留管理的内涵入手,全面分析了顾客保留管理内容,以及其与企业经营战略体系的关系,提出了顾客保留管理战略的一些选择。

Customer retention management is a ＂customer-centered＂, a new type of business models the core component of customer relationship management, is aimed at improving the relationship between the new business and customer management strategies. Customer retention is an important concept of customer relationship management; customer relationship is the important measure of quality indicators. This paper discussed the connotation of retaining customers, a comprehensive analysis of customer retention management, and its relationship with the enterprise systems management strategy, customer retention management strategy some basic choices.