基于层次分析法建立客户综合价值分析体系

随着上海市电力公司用电客户数量的不断增加,要求全面了解客户,为大客户提供个性化服务,这就需要建立客户综合价值分析体系,用以挖掘客户为企业创造的巨大价值.通过调研给出了客户综合价值评价指标体系,同时阐述了运用层次分析法为客户综合价值指标进行赋权的方法,并进行了实例分析.实践表明,所建立的指标体系及指标赋权方法,能为供电企业进行客户价值分析提供理论和实践上的借鉴.

Establishing comprehensive customer value analysis system based on AHP

With the increasing number of power customers of SMEPC,it is required to establish the comprehensive customer value analysis system to get a full-scale knowledge of the customers and provide customized service for large customers,with the final aim of tapping the maximum benefit-making potential of customers for power enterprises.The index system of the comprehensive customer value assessment was achieved through survey and investigation,and the Analytical Hierarchy Process(AHP) was adopted to determine the weight of every index.Practice shows that the index system and the index weight determining method can be used as reference both in theory and practice for power enterprises to analyze the customer value.