摘要
作为客户知识的重要组成部分之一,物流客户综合价值对物流企业全面掌握客户给企业带来的价值,判断客户关系的发展趋势以及进行客户市场细分都有积极的意义.本文在相关文献研究的基础上提出了物流企业客户综合价值计算模型.客户综合价值由历史价值(HV)、当前价值(CV)和潜在价值(PV)3部分构成,论文对3种价值计算进行了详细论述,提出了可操作的计算模型.结合物流企业实际,本文利用4种客户价值矩阵进行客户分类,以满足物流企业决策者对不同情况下的客户关系管理与决策需要.
As one important part of customer knowledge, the customer general value is benefit to grasp the trend of customer relation, to perform the customer segmentation in logistics enterprise. Based on the correlative researches, this paper brings forward the model for customer general value which including history value (HV), current value (CV) and potential value (PV) etc. After three kinds values are discussed, this paper infers the practical model for calculation. Combined the facts of logistics enterprise, this paper classifies the customers into four kinds with customer value matrixes in order to meet with the decision demands in logistics enterprise.
出处
《重庆交通学院学报》
2004年第5期106-108,共3页
Journal of Chongqing Jiaotong University
关键词
客户综合价值
模型
物流企业
应用
customer general value
model
logistics enterprise
application
