从客户流失到客户忠诚对客户竞争力、客户熵和客户型企业的研究  

From Customer Churn to Customer Loyalty - A Research on Customer Competence, Customer Entropy, and Customer Corporation

作　　者：李恩[1] 吕巍[1] 

机构地区：[1]上海交通大学管理学院

出　　处：《上海管理科学》2006年第2期37-38,共2页Shanghai Management Science

摘　　要：客户流失研究的疗伤范式难以突破“瓶颈”。本研究以预防范式作为理论起点,先后分析了客户演化、客户竞争力、客户熵和客户型企业,得出通过运用客户竞争力,客户型企业能够获得持续的负熵流,客户作为企业网络的核心部分与企业共同创造价值,在多层次沟通和互动的基础上实现终生购买。客户流失从而转化成客户忠诚。The therapy model in customer churn research cannot break through its ＂bottleneck＂. This research takes the precaution model as its theoretical starting point. And it analyzes customer evolution, customer competence, customer entropy, and customer corporation, thereby concluding that customer corporation can gain continuous negative entropy flow via applying customer competence. By integrating customers and creating values with them, corporations can achieve customers＂ lifetime purchasing and turn customer churn into customer loyalty.

关 键 词：客户流失 客户竞争力 客户熵 客户型企业 

分 类 号：F274[经济管理—企业管理] TP393.18[经济管理—国民经济]