在体制改革与市场化背景下，市场竞争日益激烈。对于企业而言，服务与内部管理日益成为了差异化竞争的重要手段，客户价值管理是一种对企业与客户间价值交换过程进行管理的创新思路。企业与客户的本质关系是一种价值在企业与客户间的循环流动并实现总量不断增值的过程。公司通过对该管理思想的应用，在几年时间中取得了较为突出的成效：在激烈的市场竞争环境中实现了较低的客户流失率，尤其是客户间“口碑相传”成为了公司获得项目的重要途径；在项目数量激增且内部人力资源相对不足的情况下保持了良好的质量控制水平，几年中成功实现了质量、安全事故为“0”的目标。%In the context of structural reform and market-oriented, the market competition gets furious. For the company, service and internal management progressively become an important method of differential competition. CVM is an innovative idea to carry out management during the process of the value exchange between company and customers. The nature relationship between company and customers is the process that value circulates between company and customers, and continuously increases in total. Through the application of this management idea, in a few years time, the company made prominent effect:lower customer churn rate under the furious market competition, and 'the word of mouth' from regular customer has become an important way to get project. Quality control was maintained in a good level in the circumstances of increasing number of projects with accordingly lack of internal human resources, then the 'zero' quality and safety incident goal has been achieved in few years.
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