Research On Customer Classification Of The 3rd-party Logistics Enterprises Based On The Theory Of Customer Value

With the rapid development of the 3^rd-part logistics in recent years, the competition is growing increasingly among logistics firms, In the fierce market, a serious problem which firms concern mostly is what customer strategy makes firms more competitive. Decision-making methods like evaluating customers, clustering customers and deciding key customers are able to help logistics firms to constitute customer strategies and draw long-term plan, which eventually improves the strength of the firm in essence. But how do the 3rd -party logistics enterprises identify the value of those customers to evaluate the value of them? And then how to classify the customers based on their value? In this article, the issues is discussed and studied.After sum up the related research at home and abroad on the subject, this paper identified the idea of writing. Above all, the article makes in-depth understanding of customer value theory, introduces the definition of customer value, distinguishes between customer value and customer delivered value; in this paper, the customer value is defined to value which the customer give to the enterprise. The article introduces the theory of Customer Value Chain and Customer Life Cycle, elaborates the need of the customer value for the evaluation. At the same time, this article will evaluate the value of customers from current customer value and potential customer value. In addition, the article sums up the related research method on evaluation of customer value at home and abroad on.Then, with the characteristics of 3rd-party logistics business and according to the theory of customer value and evaluation, this article constructs a customer value evaluation index system of 3rd-party logistics business. The index system contains current customer value index and potential customer value index, and the two indexes contain more than one sub-index. The index system has four floors and seventeen sub-indexes. Then this article uses the Comprehensive Evaluation Method AHP to calculate, gets the evaluation marks and row. Then, use the result to cluster to classify the customers. In addition, introduces the principles of using clustering approach on customer classification and the details about step of the calculation.At last, based on the situation of the 3rd-party logistics firm HY, This article makes the Positive Analysis and proves that this method from this paper can help the firm improve the customer segmentation.In a word, research work will help enterprises find the real customers and offer a method of customer segmentation based on customer value evaluation, can help the firms improve the customer segmentation, make firms invest their limited resource to important customers to achieve the enterprise success.