浅谈客户关系价值评价指标体系

Discussion on Evaluation Index System for Customer Relationship Value

随着世界经济的快速发展,市场竞争越发激烈,由此对企业的发展提出了更高的要求,企业发展的关键在于客户,而客户的关键在于其价值,从而评价客户关系价值指标体系就越来越重要。本文对指标体系的影响因素进行分析,通过一个简单的数学模型,并采用一个移动通讯业的实证进行论证,表明了客户关系价值评价指标体系的应用性,以期加强客户关系管理,更好的实现企业利润的最大化。

With the rapid development of the world economy, the market competition heats up, so it puts forward higher requirements for the development of enterprises. The customer is the key of enterprise development, and the key of the customer lies in its value, and thus the evaluation index system of customer relationship value becomes more and more important. In this paper, the influencing factors of index system were analyzed by a simple mathematical model, an empirical mobile communications industry was used to demonstrate, and the utility of customer relationship value evaluation index system was showed to strengthen customer relationship management and better achieve profit maximization of corporate.