基于知识管理的动态客户关系管理研究

Abstract

Abstract: Based on the analysis of characteristic between firm and consumer,it presents the thought and the meaning of dynamic customer relationship management under B-C model,the method is valid and feasible by applying it to the data from one supermarket.And then,it presents that knowledge management based DCRM framework should include five processes,which are strategies forming,value creating,channel integrating,performance estimating and information management.The guidance significance of the research conclusions to CRM is also discussed.

Key words: knowledge management, DCRM, customer value, customer lifetime value

CLC Number:

F224.3

LI Chun-qing, XU Yin-feng, ZHANG Yang. Study on Knowledge Management Based Dynamic Customer Relationship Management[J]. Chinese Journal of Management Science, 2004, (2): 88-94.

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Study on Knowledge Management Based Dynamic Customer Relationship Management

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