基于客户价值的服务评价研究——以A公司为例  

Study on Service Evaluation Based on Customer Value:In the Case of Company A

作　　者：王婷[1] 

机构地区：[1]北京交通大学,北京100044

出　　处：《物流技术》2016年第3期61-65,共5页Logistics Technology

摘　　要：以货运代理企业A公司为例,通过发现其客户服务方面存在的问题,在对有关服务型企业的客户价值评价体系的相关文献进行研究的基础上,总结了一些典型行业的评价体系指标选择,根据评价体系指标的设计原则,采用客户终身价值评价体系,同时加入行为维度和让渡价值中的部分指标,建立了客户价值评价体系,利用层次分析法确定指标权重,从而对客户进行价值评价。最后通过散点图按客户价值评分进行客户分类,将客户分为高价值、潜在价值和低价值三类。In this paper, in the case of a freight forwarder A, we investigated the problems in their customer service system, then on the basis of studying the relevant literatures on the customer value evaluation system of service providing enterprises, summarized the evaluation index selection practice of several typical industries, and according to the principle in the design of an evaluation index system, adopted the customer life-time value evaluation system. Meanwhile, we incorporated in the behavioral dimension and some indexes pertaining to the customer delivered value, built the customer value evaluation system, and adopted the AHP to weight the indexes. At last, we classified the customers into high-value customers, potential value customers and low-value customers according to the scatter diagram of the customer value scores.

关 键 词：货运代理 客户分类 客户价值 服务策略 

分 类 号：F274[经济管理—企业管理]