摘要
客户关系管理是现代企业提高竞争力的三大法宝之一,客户细分既是CRM理论的重要组成部分,同时又是CRM的重要管理工具。文章以客户价值为核心,指出了传统客户细分理论的缺陷,重点提出并研究了客户相对价值细分理论、客户价值生涯周期形态细分理论及它们的应用策略,从而丰富和发展了CRM的理论成果。
Customer relationship management (CRM) is one of the three magic weapons used by modern enterprises to enhance their competitive power. Customer segmentation is an important part of CRM theories, and also an important management tool of CRM. Focused on customer value, this thesis points out the defects of traditional customer segmentation theories and puts forward two new segmentation theories: the customer relative value segmentation theory and the customer value lifecycle forms segmentation theory. The thesis studies these theories and their application strategies thoroughly, so enriches and develops theories of CRM.
出处
《华中科技大学学报（社会科学版）》
2003年第3期101-104,共4页
Journal of Huazhong University of Science and Technology(Social Science Edition)
关键词
客户价值
客户相对价值
客户价值生涯周期
客户细分
customer value
customer relative value
customer value life-cycle
customer segmentation
