顾客价值的确定和交付流程研究  

Study on Customer Value Determination and Customer Value Delivery

作　　者：王春霞[1] 张明立[1] 钱国明[1] 

机构地区：[1]哈尔滨工业大学管理学院,黑龙江哈尔滨150001

出　　处：《中国软科学》2006年第1期138-144,共7页China Soft Science

基　　金：国家自然科学基金项目(70372045)

摘　　要：顾客价值的确定(CVD)和交付是顾客价值活动中最为核心和重要的内容。本文在对现有顾客价值确定方法进行评价和分析的基础上,提出了一种确定顾客价值五步流程,这一流程既能够体现顾客价值的理性价值与感性价值的融合,同时,又能体现顾客价值的静态价值和相对动态价值的融合。此外,本文还构建了基于CVD顾客价值综合分析矩阵,并设计了顾客价值交付循环模式。Customer value determination （CVD） and customer value delivery are quite critical among all customer activities. This Paper reviews the advantages and disadvantages of the current customer value determination evaluation methods. Then, it presents a five - step CVD process involves both the rational and sensitive value and the static and relative dynamic characters of customer value, which followed by building a comprehensive analysis matrix of customer value based on CVD. Lastly, it designs a customer value delivery circle.

关 键 词：顾客价值 顾客价值确定 分析矩阵 价值交付 

分 类 号：F270.7[经济管理—企业管理]