客户价值细分与保持策略研究  

Study on Value Segmentation and Retention Strategies of Customer

作　　者：陈明亮[1] 李怀祖[1] 

机构地区：[1]西安交通大学管理学院,陕西西安710049

出　　处：《成组技术与生产现代化》2001年第4期23-27,共5页Group Technology & Production Modernization

摘　　要：客户保持对公司的利润底线有着惊人的影响 ,能否有效地保持有价值的客户已成为公司成功的关键 ,而成功地实施客户保持商务战略的首要任务是客户价值细分 ,以根据不同的客户价值确定不同的资源配置方案和客户保持策略 .本文根据客户全生命周期利润 (CLP)将客户分成四类 ,并对每类客户提出了相应的资源配置和保持策略 .Customer retention have a surprising powerful impaction on the bottom line of a company.It has been argued that customer retention is the most vital goal for company success.In order to practise the strategy of customer retention successfully,a company must first segment customer value.This paper segments customer into four types based on customer lifetime profit,and presents a set of strategies on resource allocation and customer retention for various types of customer.

关 键 词：客户全生命周期利润 客户价值细分 客户保持策略 

分 类 号：F270[经济管理—企业管理]