考虑客户流失及其波及效应的协同产品创新客户重要度模型

发布时间：2018-03-17 22:31

本文选题：创新客户　切入点：重要度　出处：《计算机集成制造系统》2015年09期 　论文类型：期刊论文

【摘要】：为进一步提高协同产品设计中的创新客户重要度评价的准确率,提出了考虑客户流失及其波及效应的创新客户重要度识别方法。引入创新客户终生价值作为识别准则,以克服目前仅以客户当前价值为识别依据的缺陷;建立加权创新客户关系网络模型,引入三角模糊数确定创新客户之间多种关系并存下的关联程度,并基于此提出以影响可达性或波及系数为指标的波及效应量化表达方法,从而揭示客户间关系对其终生价值的影响机理及影响程度;构建在一定流失概率下的创新客户终生价值计算模型,以确定每个客户的重要度。以某实例验证了该方法的有效性和合理性,结果表明,流失及其波及效应对创新客户价值具有重要影响,且创新客户重要度与自身波及系数呈正相关关系。该研究成果可为企业制定更合理的协同客户关系管理策略和资源分配机制提供决策依据。
[Abstract]:In order to improve the accuracy of innovation customer importance evaluation in collaborative product design, an innovative customer importance recognition method considering customer churn and its ripple effect is proposed, and the lifetime value of innovative customer is introduced as the recognition criterion. In order to overcome the defect that only based on the customer's current value, establish the weighted innovation customer relationship network model, introduce triangular fuzzy number to determine the degree of association between innovation customers under the coexistence of multiple relationships. Based on this, a quantitative expression method of ripple effect based on impact accessibility or sweep coefficient is proposed, so as to reveal the influence mechanism and degree of customer relationship on lifetime value. In order to determine the importance of each customer, an innovative customer lifetime value calculation model is constructed under a certain loss probability. The validity and rationality of this method are verified by an example. The results show that, Loss and its ripple effect have important influence on innovative customer value. The research results can provide decision basis for enterprises to formulate more reasonable cooperative customer relationship management strategy and resource allocation mechanism.
【作者单位】：重庆大学机械传动国家重点实验室;
【基金】：国家自然科学基金资助项目(71301176,71401019,71571023) 中央高校基本科研业务费专项资金资助项目(CDJZR12110004) 教育部人文社会科学研究西部和边疆地区资助项目(11XJC630014) 高等学校博士学科点专项科研基金资助项目(20130191120001)~~
【分类号】：F274

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