基于客户终身价值和客户忠诚度的电信客户细分研究  

To Study on Categorizing Carefully of Customers in Telecom Enterprises Based on Customers Lifetime Value and Their Loyalty

作　　者：丁洪涛[1] 曹凯峰[1] 李文涛[1] 

机构地区：[1]合肥工业大学管理学院,合肥230009

出　　处：《价值工程》2009年第2期42-45,共4页Value Engineering

基　　金：安徽省教育厅人文社科资助项目(2006KJ043B)

摘　　要：讨论了基于客户终身价值的客户细分方法。针对电信企业的客户特点,提出了一个基于客户当前价值、客户潜在价值和客户忠诚度的三维电信客户细分模型;并针对不同的细分群体提出相应的保持策略,以便电信企业能够合理地配置其资源,提高企业效益。To Discusson categorizing carefully of customers approaches based on customers lifetime value,in view of the characteristics of the telecom company＇s customers,proposes a three-dimensional model based on the current value,potential value and the loyalty of the customers of telecom company,and proposes corresponding marketing strategy targeting different categories to make its telecom business to a reasonable allocation of resources,enhancing their effectiveness.

关 键 词：客户细分 客户终身价值 客户忠诚度 

分 类 号：B82-053[哲学宗教—伦理学]