摘要
提出了一种从客户关系价值和生命周期的角度出发,以中国电信的四个典型细分群体为对象,应用威布尔分布函数和曲线拟和的方法,研究电信客户的动态保持率,在此基础上计算出生命周期的时间参数。本文的研究对提升中国电信CRM管理具有一定的理论参考和实际应用价值,也可以为同类企业的客户关系管理提供借鉴。
Embarking from the customer relationship value and the life cycle, this paper takes China Telecom＇ s four customer fine segmenta tion as the object, draws up the curve with the method using the Weibull distribution function, calculates the time parameters of the life cycle based on dynamic customer retention rate. This article promotes China Telecom＇ s CRM management, having certain theory reference and the practical application value, also may provides the model for the similar enterprise＇ s customer relations management.
出处
《技术经济与管理研究》
2008年第6期52-55,共4页
Journal of Technical Economics & Management
关键词
电信
客户关系价值
生命周期
动态保持率
Telecommunication
customer relationship value
life cycle
dynamic retention rate
