| 客户知识价值度量方法及其变化趋势研究 |
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| 引用本文： | 黄亦潇,邵培基.客户知识价值度量方法及其变化趋势研究[J].科学学研究,2005,23(Z1):217-221. |
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| 作者姓名： | 黄亦潇 邵培基 |
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| 作者单位： | 电子科技大学管理学院,四川,成都,610054 |
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| 摘 要： | 随着知识在客户关系管理中的作用越来越显著,知识因素也成为影响客户价值大小的主要因素。根据这一发展趋势,本文提出从客户知识价值的角度来分析客户价值。本文首先明确了客户知识价值的定义,然后提出通过客户知识能力和知识交流意愿两个指标来度量客户知识价值。最后分析了客户知识价值在客户生命周期内的变化趋势。本文的研究完善了客户价值的概念,为客户知识的有效应用奠定了基础。
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| 关 键 词： | 客户知识价值 客户生命周期 度量方法 |
| 文章编号： | 1003-2053(2005)07-0217-05 |
| 修稿时间： | 2005年3月17日 |
The research on the measurement and changing tendency of customer knowledge value |
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| HUANG Yi-xiao,SHAO Pei-ji.The research on the measurement and changing tendency of customer knowledge value[J].Studies in Science of Science,2005,23(Z1):217-221. |
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| Authors: | HUANG Yi-xiao SHAO Pei-ji |
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| Abstract: | With the increasing of knowledge's effect in customer relationship management,knowledge will become important factor for evaluating customer value.In this paper,the authors put forward analyzing customer value based on customer knowledge value.At first,the authors define the concept of customer knowledge value,and then put forward the measurement through measuring customer knowledge capacity and intention of knowledge communion.At the end of the paper,the authors analyze the changing tendency of customer knowledge management in customer lifecycle.The research of this paper will improve the concept of customer value and provide help for enterprises to implement customer knowledge in effect. |
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| Keywords: | customer knowledge value customer lifecycle measurement |
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