| AHP和ABC在CRM中的应用研究 |
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| 引用本文： | 陈刚.AHP和ABC在CRM中的应用研究[J].科技情报开发与经济,2008,18(23):128-129. |
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| 作者姓名： | 陈刚 |
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| 作者单位： | 东莞南博职业技术学院,广东东莞,325011 |
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| 摘 要： | 结合实际应用中的经验,提出了用AHP法来计算客户满意度、客户忠诚度、客户保留度、客户贡献度和客户价值,用ABC分类法来对客户进行分类的模型。
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| 关 键 词： | 客户关系管理 层次分析法(AHP) ABC分类法 |
Research on the Application of AHP(Analytic Hierarchy Process)and ABC(Activity Based Classification)in CRM(Customer Relationship Management) |
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| CHEN Gang.Research on the Application of AHP(Analytic Hierarchy Process)and ABC(Activity Based Classification)in CRM(Customer Relationship Management)[J].Sci-Tech Information Development & Economy,2008,18(23):128-129. |
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| Authors: | CHEN Gang |
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| Abstract: | Connecting with the practical application experience,this paper advance AHP method for calculating the customer satisfaction,customer loyalty,customer retention,customer contribution and customer value,and ABC for classifying the customers. |
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| Keywords: | CRM AHP ABC |
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