基于客户特征的电信业客户价值评价体系研究

在充分分析电信企业客户价值构成的基础上，选取客户关系管理（CRM）系统中能够反映客户价值的客户信息，将其转化为客户特征。根据电信企业的特点和当前电信业务发展的状况，选取合理的客户特征作为具体指标来建立当前价值、潜在价值和信任价值的三维客户价值评价体系，并结合德尔菲法和层次分析法确定各评价指标的权重，在此基础上完成对客户价值的计算，由此构建出一套较为合理的、行之有效的、操作性强的电信客户价值评价体系。

Customer Value Evaluation System Research Based on Customer Characteristics of Telecom Industry

Based on a thorough analysis of the components of customer values of telecom enterprises, this paper selects certain customer information in CRM system that can reflect customer values and transforms it into customer characteristics. Considering the specialties of telecom industry and the current situation of its development, it takes reasonable customer characteristics as specific indicators to build a 3 D customer value evaluation system of current value, potential value and trusted value. By means of Delphi Method and Analytic Hierarchical Model, it further determines the weight of each evaluation index to calculate customer values, so that a more reasonable, effective and feasible evaluation system for telecom customer value has been developed.