THE STATE TRANSITION MODEL OF THE CUSTOMER RELATIONSHIP ALL-LIFE-CYCLE

摘要

In this study we give the definition of the customer relationship all life-cycle and analyze the classification of the customer loyalty in each state, and put forward the new Method of the customer classification which based on the customer loyalty subordinate degree. And the law of customer state transition in it's all-life-cycle is given, then according to the law, we use the Leslie-type to establish the dynamic customer relationship state transition model.