Study On Evaluating Of Customer Synthetic Value And Customer Knowledge Management

Along with the time development and the technical progress, internal and external environment which the modern enterprise faced has changed enormously. The network economy, the economical globalization rapid development, causes the market competition to be intense day by day; The humanity life style change, causes the product life cycle reducing; The technical progress, initiated the production efficiency large scale enhancement, the economy transited from the short condition to the surplus condition, transited from the buyer market to the seller market, the enterprise operations change from the single variety and the huge batch to the multi-varieties and small batch, enterprise's competition transits from the products to the services to the customers, these all already became the real situation without any doubt. It has become an unavoidable question, how to change the enterprise's operations ideas at the right moment. Customer relations management and customer knowledge management will become the focal points in management science research.To carry on the qualitative analysis and synthesis evaluating on the customer value, is one of the most important task for enterprise doing customer knowledge management. This paper has made the thorough analysis and the discussion on this question. First the customer delivered value and the customer life cycle value theories and also mutual functions and effects was expatiated.Based on that, customer synthetic value definition and evaluation method was set up; Then the customer knowledge management basic flow was explained. Finally, based on that, the system model of enterprises realize customer knowledge management was constructed.This paper has established the customer synthetic value evaluation indexes system, with the customer cost, the customer income, the customer maintenance rate, the customer loyalty, as well as the customer relative sensation value, the relative sensation cost, and so on, makes the evaluation on the customer synthetic value of enterprise; carries on the elaboration to each index, and carries on zero dimension processing, transforms the indexes that have different characters and...