RESEARCH ON IDENTIFICATION METHOD OF KEY CUSTOMER BASED ON CRM

摘要：

The thesis first defined the conception of key customer, then set up key customer identification method based on customer value, customer loyalty degree and customer polymerization degree. The method adopted the analytic hierarchy process method to determine the weight of each index. The key customer is classified into three kinds, which include not only single key customers, but also the polymerization consisting of many small and mediumsized customers. The validity of the method was proved with practical example of a power supply enterprise. The result of identificaton can classify customers and provide the basis to constitute marketing strategy.

关键词： key customer customer value customer loyalty degree customer polymerization degree

作者: Yanhui Wang

作者单位: School of Business and Administration North China Electric Power University Baoding, Hebei province, China 071003

会议类型: 国际会议

会议名称: 2010 International Conference of Informationa Science and Management Engineering(2010年信息科学与管理工程国际学术会议 ISME 2010)

会议地点: 西安

会议语种:英文

页码: 612-614

在线出版日期: 2010-08-07（万方平台首次上网日期，不代表论文的发表时间）