摘要
针对面向客户关系管理中客户信息管理和客户流失的问题,本文设计出一个基于层次分析法的客户满意度和忠诚度评估的模型;利用此模型,实现较为准确、有效的客户满意度、忠诚度以及信用度评估;为解决电信客户流失问题提供系统的理论、技术和方法。通过分析电信客户的特征,结合市场营销实践,提出如何在电信客户生命周期的不同阶段进行客户关怀、客户流失预警及挽留,并对客户关系管理在电信市场营销中的功能进行了设计。
Aimed at problem of customers information management and customers lossing in relation management oriented customer, this paper designes a customer satisfaction and loyalty evaluate model, achieving more accuracy and effective customer satisfaction, loyalty and credit assessment, and providing the systemic theory, technology and method for the problem of telecom churn. By analyzing the features of telecom clients and combining with marketing practies, it propses how to provide customer care, customer loss early warningy and detainment in the different stages, and desgnes the function of customer relation management in telecommunication marketing.
出处
《科技广场》
2009年第11期141-144,共4页
Science Mosaic
关键词
客户关系管理
数据挖掘
层次分析法
Customer Relation Management
Data mining
Analytic Hierarchy Process
