| 供电企业CRM客户价值综合评价模型 |
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| 引用本文： | 王彦辉,王敬敏,张岩峰,田晓霞. 供电企业CRM客户价值综合评价模型[J]. 华北电力大学学报(自然科学版), 2006, 33(5): 97-101 |
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| 作者姓名： | 王彦辉 王敬敏 张岩峰 田晓霞 |
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| 作者单位： | 华北电力大学,工商管理学院,河北,保定,071003;河北农业大学,经济贸易学院,河北,保定,071001;华北电力大学,财务处,河北,保定,071003 |
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| 摘 要： | 针对供电企业用电客户,从客户价值的内涵界定入手,基于对现有分析评价方法的研究,提出了供电企业客户价值评价指标体系,建立了客户价值综合评价模型。模型对传统的灰色关联法进行改进,采用层次分析法给指标赋权,使指标权重更科学合理。最后通过实例证明了模型的有效性。
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| 关 键 词： | 供电企业 客户关系管理 客户价值 层次分析法 灰色关联分析 |
| 文章编号： | 1007-2691(2006)05-0097-05 |
| 修稿时间： | 2006-02-21 |
Comprehensive evaluation model of customer value based on CRM for power supply enterprises |
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| WANG Yan-hui,WANG Jing-min,ZHANG Yan-feng,TIAN Xiao-xia. Comprehensive evaluation model of customer value based on CRM for power supply enterprises[J]. Journal of North China Electric Power University, 2006, 33(5): 97-101 |
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| Authors: | WANG Yan-hui WANG Jing-min ZHANG Yan-feng TIAN Xiao-xia |
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| Abstract: | The conception of customer value is defined.The customer value index system and comprehensive evaluation model are established by analyzing the evaluation methods for power supply enterprises.The weight of each index model is determined by adopting the analytic hierarchy process(AHP).The grey relational analysis is used to appraise the customer value.The validity of the model is proved by the example of Baoding Power Supply Branch. |
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| Keywords: | power supply enterprises customerrelationshipmanagement customer value AHP grey relational analysis |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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