根据客户价值的两方面进行客户细分----外文翻译.doc

Abstract: In the background of relationship marketing, customer segmentation and, in particular, customer segmentation based on the profitability of customer has received increasing attention among both academics and managers. However, there is increasing awareness that the models presented have some obvious limitations: ignoring the unity of opposites of the value perceived by the customer and the value perceived by the company; failing to capture other potentially significant value sources that customers can provide to the company; and neglecting additional strategic analysis. Thus, the purpose of the paper is to explore a conceptual framework of customer segmentation based on dual perspectives of customer value. This is achieved through discussing on the unity of opposites of customer value and the systematic analysis of two-dimensional customer values in the context of customer


摘要: 在关系营销的背景下，客户细分尤其是基于客户的盈利性进行的客户细分越来越受到学术界和公司管理人员的关注。而且，人们也越来越清楚之前所建立的模型有着很明显的局限性：忽视了客户感知的价值和公司感知价值的统一；未能捕捉到其它由顾客向公司提供的重要的潜在价值来源；忽略了额外的战略分析。所以说，本文的目的是根据客户价值的两个方面探究客户细分的概念框架。本文在客户细分的环境下对于客户价值两个方面的统一进行了讨论，并且对客户价值的二维度进行了系统分析。

关键词： 客户价值， 客户价值的两方面，客户细