摘要
以我国 IT分销业为行业背景 ,选取该行业最大的一级分销商——神州数码公司——进行分析 ,验证了该模型的有效性 ,并讨论该模型客户管理绩效评价、客户分类管理及价值实现的应用 .同时 ,针对不同客户类型提出 SMC模型的修正思路 .
SMC model is a group of models to forecast customer's buying behaviors and was provided in 1987. There are few positive researches and applications of SMC model for shortage of customer data and its complexity. To choose IT distribution market industry as background,a positive research is done in this paper. Digital China is the biggest company in China's IT distribution market. Digital China's customer data sample is used in this paper. The conclusion is that SMC model does work in IT distribution market industry. Also,the revise advice for SMC is put forward to meet different type of customer behavior.
出处
《系统工程理论与实践》
EI
CSCD
北大核心
2004年第3期69-78,共10页
Systems Engineering-Theory & Practice
基金
国家自然科学基金 (70 3 71 0 5 6)
信息管理与信息经济学教育部重点实验室资助
关键词
客户关系管理
SMC模型
客户价值
customer relationship management
SMC model
customer value
