客户知识与客户价值关系模型及实证研究——基于客户关系生命周期视角

摘要

从客户关系生命周期的视角，研究了生命周期各阶段中客户知识与客户价值之间的相关关系，并提出相关假设。采用计量经济学方法建立多元线性回归方程模型，以福建省福州市某第三方物流企业为例进行实证分析。结果表明：在考察期，客户关系水平与客户界定知识子集有明显关系；在形成期，客户关系主要受客户需求影响；在稳定期，客户关系与客户行为、客户价值的关系比较明显；在退化期，客户需求是影响客户关系水平的关键因子。%From the perspective of customer relationship life cycle, this paper studies the relationships between customer knowledge and customer value in various stages of customer relationship life cycle,and puts forward the relevant hypothesis. Then it uses the econometric method to establish multiple linear regression equation models,and takes some third party logistics enterprise in Fuzhou as the empirical analysis exam- ple. The results show as follows ：in the period of exploration, there exists a obvious relationship between customer relationship level and custom- er define knowledge subset;in the period of buildup,customer relationship is mainly affected by customer demand;in the period of stability,the relationships between customer relationship and customer behavior as well as customer value are more apparent; in the period of degradation, customer demand is a key factor influencing customer relationship level.