摘要
随着客户关系管理逐步向客户知识管理发展,客户知识对客户价值的影响越来越显著。通过实证研究分析客户知识价值在客户生命周期内的发展趋势。收集某移动分公司的96户渠道客户的数据作为样本数据,通过分析客户知识价值的两个度量指标客户知识能力和知识交流意愿的变化趋势得出如下结论:客户知识价值是随着客户生命周期阶段的发展而不断提高,考察期最小,形成期次小,稳定期最大。
The influence of customer knowledge on customer value is more prominent with the development of customer relationship management. In this paper, the authors analyze the changing tendency of customer knowledge in customer lifecycle. The sample is composed of 96 channel customers of XX mobile enterprise. The conclusion of empirical research is customer knowledge increases with relationship phase and is minimum in exploration phase, next minimum in building phase, maximum in stability phase.
出处
《系统管理学报》
北大核心
2007年第4期390-394,400,共6页
Journal of Systems & Management
关键词
客户生命周期
客户知识价值
实证研究
customer lifecycle
customer knowledge value
empirical research
