摘要
本文提出了客户识别这一新的概念,并阐释了它的内涵,分析了客户识别对客户关系管理(CRM)中客户保持和客户获取的意义;然后提出了CRM中客户识别的3个维度以及整体的客户识别框架模型,并以此为基础分析了对识别框架中不同客户应采取的不同策略。
This paper proposes the new concept of Customer Identification, explains its connotation, and analyses the significances of Customer Identification upon customer retention and customer acquisition in CRM (Customer Relationship Management). Then, it proposes the three dimensions of Customer Identification in CRM and its overall framework. Finally, it analyses the different strategies to different customers in the Customer identification framework.
出处
《软科学》
CSSCI
北大核心
2004年第1期40-43,共4页
Soft Science
基金
国家自然科学基金项目(70271038)
关键词
客户关系管理
客户识别
多维框架
客户保持
客户获取
CRM
customer relationship management
customer identification
multidimensional framework: customer retention
customer acquisition
