基于客户价值的航空公司客户关系管理策略
发布时间：2018-10-22 10:55
【摘要】：本文通过分析客户资产的重要性及其价值内涵,结合客户终身价值理论,探讨航空公司客户价值的管理。分析常旅客计划,强调按照价值管理客户的重要性。改进RFM模型,使用L、R、F、M、C五个指标计算航空公司的客户价值。对常旅客进行细分,结合生命周期的四个阶段,具体地提出航空公司客户关系管理的策略。
[Abstract]:This paper discusses the management of customer value of airline company by analyzing the importance and connotation of customer assets and combining the theory of customer lifetime value. Analyze frequent passenger plans and emphasize the importance of managing customers according to value. The improved RFM model is used to calculate the customer value of airlines. Based on the four stages of life cycle, the strategy of airline customer relationship management is put forward.
【作者单位】： 南京航空航天大学民航学院;
【基金】：中国民航总局科技基金资助项目“航空公司数据库营销实证研究”(批准号:2006MRHD0623)
【分类号】：F562
[Abstract]:This paper discusses the management of customer value of airline company by analyzing the importance and connotation of customer assets and combining the theory of customer lifetime value. Analyze frequent passenger plans and emphasize the importance of managing customers according to value. The improved RFM model is used to calculate the customer value of airlines. Based on the four stages of life cycle, the strategy of airline customer relationship management is put forward.
【作者单位】： 南京航空航天大学民航学院;
【基金】：中国民航总局科技基金资助项目“航空公司数据库营销实证研究”(批准号:2006MRHD0623)
【分类号】：F562
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