摘要
客户价值对于企业决策的支持作用日益突出。本文针对烟草企业设计了客户价值评价指标体系,并用聚类分析对客户群进行细分,对不同价值客户群提出相应的管理策略。本文最有给出一个实例分析。该实例证实了所设计的客户评价指标体系的有效性,也为烟草公司在建立会员管理制度中如何选择会员提供重要的决策信息。
The supporting effect of customer value upon enterprise decision is becoming more and more outstanding.This paper designs a reasonable evaluation system of customer value for tobacco enterprises,and makes a subdivision of customer community with Cluster Analysis.Meanwhile it puts forward the corresponding management strategies for different customer communities.Finally a factual case is given.The factual case not only proves the efficiency of the evaluation system,but also provides important messages for decisions that how we choose members in building member management system.
关键词
烟草客户
客户价值
评价指标
Tobacco customer
Customer value
Evaluation system
