摘要
在剧烈的全球化竞争中,企业必须以客户满意为基础建立相对竞争优势.在界定客户价值的基础上,分析了企业客户价值的特征,改进了衡量客户价值的计算公式,并研究了客户价值的构成要素及其相互关系;最后从决定客户价值的关键要素出发提出了为提升客户价值而应采取的策略.
In the furious world-wide competition, enterprises have to establish competitive advantages from the angle of their clients. On the basis of definition of client value （CV）, the paper analyzes the features of the client value, improves the formula for the client value and analyzes the elements of CV and relationship among those elements. Measures to improve CV by the key elements are suggested.
出处
《河海大学常州分校学报》
2005年第4期19-22,共4页
Journal of Hohai University Changzhou
关键词
客户价值
客户利益
客户成本
client value
the benefit of client
the cost of client
