Title: Customer Value Evaluation System Research Based on Customer Characteristics of Telecom Industry
Abstract: Based on a thorough analysis of the components of customer values of telecom enterprises,this paper selects certain customer information in CRM system that can reflect customer values and transforms it into customer characteristics.Considering the specialties of telecom industry and the current situation of its development,it takes reasonable customer characteristics as specific indicators to build a 3-D customer value evaluation system of current value,potential value and trusted value.By means of Delphi Method and Analytic Hierarchical Model,it further determines the weight of each evaluation index to calculate customer values,so that a more reasonable,effective and feasible evaluation system for telecom customer value has been developed.
Publication Year: 2010
Publication Date: 2010-01-01
Language: en
Type: article
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