Study Of Customer Relationship Management Based On Customer Value

Rapid development of information technique and incorporation of world economy have changed competitive methods between enterprises . The vigorous degree of market competition reflects on the value degree to customer's position in enterprise behavior. Customer's relationship management(CRM) is a creative market strategy that raises profits of the enterprise by keeping the long-term relationship of particular customers. It takes high reward as the target of the enterprise by satisfying customers'request. CRM doesn't treat all customers distinctly. The"28" principle applies most of enterprises that carry on CRM. It is namely that 80 percent of enterprise's profits is from 20 percent of customers .So it becomes the focus of enterprises how to identify valuable customers, provide liberal value services for valuable customers continuously, lead the relationship between enterprise and the customer's interactively and scientifically, make customer's lifetime value(CLV) maximum, and get outstanding repay from valuable customers. It makes CLV the basic of constituting CRM tactics .The evaluation and quantitation of it is the important basis of enterprises'CRM decision .The research that former scholars have already done on CLV mainly lies in the two following aspects:(1Taking estimating CLV as the target, dividing CLV into current value and latent value, making use of the datum in existence , leading in the concept of customer's dynamic retaining rate and forecasts customer's latent value;(2) according to...