客户生命周期利润变化趋势的实证研究  

The Experimental Research of Clients' Life Cycle and the Developing Trend of Profits

作　　者：陈明亮[1] 

机构地区：[1]浙江大学管理科学与工程博士后流动站

出　　处：《统计研究》2002年第6期40-44,共5页Statistical Research

基　　金：(联想 )神州数码科技发展有限公司对本研究问卷调查提供的资助

摘　　要：Based on the statistical analysis of a sample composed of 367 enterprise customers from Chinese IT distribution industry,the following theory hypothesis of the changing tendency of customer profit is tested:customer profit increases with relationship phases and is minimum in exploration phase,next minimum in buildup phase,maximum in stability phase,and a complete curve of customer profit likes a reverse‘U’.This paper reports the methodology and results of the experimental research.The certified ‘U’ changing law of customer profit provides hte foundation for putting forward the optimum model of customer relationship life cycle and forecast model of customer lifetime profit,and thereby for finding a solution to some core problems of customer retention.Based on the statistical analysis of a sample composed of 367 enterprise customers from Chinese IT distribution industry,the following theory hypothesis of the changing tendency of customer profit is tested:customer profit increases with relationship phases and is minimum in exploration phase,next minimum in buildup phase,maximum in stability phase,and a complete curve of customer profit likes a reverse‘U’.This paper reports the methodology and results of the experimental research.The certified ‘U’ changing law of customer profit provides hte foundation for putting forward the optimum model of customer relationship life cycle and forecast model of customer lifetime profit,and thereby for finding a solution to some core problems of customer retention.

关 键 词：生命周期 客户利润 变化趋势 实证研究 公司 客户价值 

分 类 号：F274[经济管理—企业管理] F276.6[经济管理—国民经济]