| 客户关系的动态发展及其策略分析 |
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| 引用本文： | 路晓伟,张欣欣,蒋馥. 客户关系的动态发展及其策略分析[J]. 上海理工大学学报, 2003, 25(4): 322-325 |
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| 作者姓名： | 路晓伟 张欣欣 蒋馥 |
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| 作者单位： | 1. 上海交通大学,管理学院,上海,200030
2. 上海理工大学,管理学院,上海,200093 |
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| 基金项目： | 国家自然科学基金资助项目(70271038) |
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| 摘 要： | 根据客户关系管理中客户关系发展的周期性特点，提出了客户关系发展的五阶段模型．以此为基础，构造了马尔可夫过程模型，对客户关系的动态发展进行了分析研究，并得出了客户关系生命周期价值的定量计算方法．以该方法为基础，定量分析了影响客户关系发展的各个因子对客户关系生命周期价值的影响，得到了可供企业借鉴的客户关系管理策略．
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| 关 键 词： | 客户关系管理 客户关系生命周期价值 客户关系发展阶段模型下 马尔可夫过程 |
| 文章编号： | 1007-6735(2003)04-0322-04 |
| 修稿时间： | 2003-04-07 |
Dynamic development of customer relationship and its strategy analysis |
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| LU Xiao-wei,ZHANG Xin-xin,JIANG Fu. Dynamic development of customer relationship and its strategy analysis[J]. Journal of University of Shanghai For Science and Technology, 2003, 25(4): 322-325 |
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| Authors: | LU Xiao-wei ZHANG Xin-xin JIANG Fu |
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| Affiliation: | LU Xiao-wei1,ZHANG Xin-xin2,JIANG Fu1 |
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| Abstract: | According to the periodical character of customer relationship development (CRD) in Customer relationship management (CRM), in the paper the five-stage model of CRD is proposed. Based on the model, a Markov process model is established to analyze the dynamic development of customer relationship, through which the quantitative computation method of customer relationship lifecycle value (CRLV) is obtained. Based on the method, the influence of several factors in CRD on CRLV is analyzed quantitatively and some management strategies giving a reference to enterprises are obtained. |
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| Keywords: | customer relationship management customer relationship lifecycle value customer relationship development stage model Markov process model |
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