电信企业客户的关注度评价模型分析

Analysis on the Evaluation Model of Customer's Attention in Telecom Enterprises

为了判断在电信企业的4类客户群中哪类客户群更应值得电信企业关注,文章建立了一个关注度评价模型。这个模型是从衡量各客户群对电信企业收入的贡献大小的角度出发,对4类客户群值得电信企业关注的程度进行量化。首先计算出4个客户群对6种业务的贡献值,然后对各类客户群的贡献值进行加权,使用Matlab编程,计算出4类客户群的关注度得分,最后按照关注度得分的高低对4类客户群值得关注的程度进行排序,得出4类客户群的关注度得分由高至低依次为:高价值客户、潜价值客户、次价值客户、低价值客户。另外,利用4类客户群对电信企业6种业务收入的贡献值,运用决策论中的Borda数法对4类客户群的重要程度进行综合排序。排序结果与关注度评价模型的排序结果完全相同。

In order to determine which kind of customer base in the 4 kind of customer base in the telecommunication enterprise should be worthy of attention, this paper establishes an attention degree evaluation model. This model is a measure of the contribution of the customer base to the telecom enterprise＇s income, and the degree of the 4 kinds of customer base is worthy of attention. First calculate the four customer group of 6 kinds of contribution to the business value, then on the contributions of the various types of customers value weighted, using MATLAB programming, calculates the scores of 4 class customers attention degree. Finally, according to the level of attention score of 4 kinds of customer group worthy of attention degree of rank and draw four customer groups attention scores from high to low order for： high value customers, potential customer value, customer value, low value customers. In addition, the 4 kinds of customer base on the 6 business income contribution value, the use of the Borda number of decision theory to the 4 category of customer base to a comprehensive ranking. The ranking results of the ranking results are the same as the results of the evaluation model.