南京邮电大学学报:社会科学版
南京郵電大學學報:社會科學版
남경유전대학학보:사회과학판
Journal of Nanjing University of Posts and Telecommunications(Social Science)
2010年
4期
7~15
,共null页
客户特征 客户价值 德尔菲法 层次分析法 指标权重
客戶特徵 客戶價值 德爾菲法 層次分析法 指標權重
객호특정 객호개치 덕이비법 층차분석법 지표권중
customer characteristics; customer value; Delphi Method; Analytic Hierarchy Model; indicator weight
在充分分析电信企业客户价值构成的基础上,选取客户关系管理(CRM)系统中能够反映客户价值的客户信息,将其转化为客户特征。根据电信企业的特点和当前电信业务发展的状况,选取合理的客户特征作为具体指标来建立当前价值、潜在价值和信任价值的三维客户价值评价体系,并结合德尔菲法和层次分析法确定各评价指标的权重,在此基础上完成对客户价值的计算,由此构建出一套较为合理的、行之有效的、操作性强的电信客户价值评价体系。
在充分分析電信企業客戶價值構成的基礎上,選取客戶關繫管理(CRM)繫統中能夠反映客戶價值的客戶信息,將其轉化為客戶特徵。根據電信企業的特點和噹前電信業務髮展的狀況,選取閤理的客戶特徵作為具體指標來建立噹前價值、潛在價值和信任價值的三維客戶價值評價體繫,併結閤德爾菲法和層次分析法確定各評價指標的權重,在此基礎上完成對客戶價值的計算,由此構建齣一套較為閤理的、行之有效的、操作性彊的電信客戶價值評價體繫。
재충분분석전신기업객호개치구성적기출상,선취객호관계관리(CRM)계통중능구반영객호개치적객호신식,장기전화위객호특정。근거전신기업적특점화당전전신업무발전적상황,선취합리적객호특정작위구체지표래건립당전개치、잠재개치화신임개치적삼유객호개치평개체계,병결합덕이비법화층차분석법학정각평개지표적권중,재차기출상완성대객호개치적계산,유차구건출일투교위합리적、행지유효적、조작성강적전신객호개치평개체계。
Based on a thorough analysis of the components of customer values of telecom enterprises,this paper selects certain customer information in CRM system that can reflect customer values and transforms it into customer characteristics.Considering the specialties of telecom industry and the current situation of its development,it takes reasonable customer characteristics as specific indicators to build a 3-D customer value evaluation system of current value,potential value and trusted value.By means of Delphi Method and Analytic Hierarchical Model,it further determines the weight of each evaluation index to calculate customer values,so that a more reasonable,effective and feasible evaluation system for telecom customer value has been developed.