对传统客户关系指数模型的改进

综合描述客户关系管理核心内容“客户关系”的客户关系指数，其传统数学模型反映了外生变量：交互频率、交互满意度、关系价值和客户活动时段总和对它的影响，但太过于笼统，不利于实际应用。文章结合数理统计方面的一般方法，给出改进的计算模型和具体算式，并针对每一个外生变量(自变量)的特性进行分析，给出在具体的应用时，对每一个自变量应该考虑的内容和可能的修正，为客户关系管理系统的设计提供参考。

Improving the Index Model of Traditional Customer Relationship

The index model of customer relationship describes the core of CRM comprehensively,and its traditional mathematical model reflects the total of the effects from exogenous variables, including mutual frequency, the degree of manual satisfaction, relationship value and the sum of customer activity time. But this reflection is too general. This paper, applying the common method of mathematics and statistics, deduces an improved mathematical model and a specific arithmetic expression, analyzing every exogenous variable's characteristic. For the purpose of application, all the contents concerning the exogenous variables and their possible corrections are given, which may be taken as rational references by the CRM IS (Information System) designer.