Analysis Of Customer Value Based On Cost Of Service Perspective

With the enterprises' practice of searching for sustainable competitive advantage as well as the development and evolution of the related proposition, it had been recognized that customer value was the source of the core competitiveness of enterprise in the industries and the theorists. Through customer value analysis, the enterprise selected the goal customer who has the decision significance to own existence, and analyzed where was the core value of them, so that they could obtain the maximizative benefit and realize benign development of enterprise in the restraint of the certain resources and the ability. However, nearly all enterprises nowadays have focused the competition attention on customer value system, they became the enterprises drived by customer value, if they only considered to cater to customer demand, but not the service cost, they will create the enormous burden and the resources loss. Climbing unceasingly along with the customer demand, which surmounted the ability of providing customer value, the enterprise will lead to appear the zero or negative benefit, so that it will influence healthy and sustainable development of the enterprise. On a basis of lots of previous domestic and international research findings on customer value, it carried on the summary and induction and re-definition, and it pointed to deliberate together from tripartite angle of the customer, the enterprise and the competitor, in order to truly understand the customer value. On a basis of analyzing several kinds of the representative theories on customer value analysis, it proposed to carry out the customer value analysis from the service cost angle, and carry on the static and dynamic analysis in the customer lifetime cycle, so that it could provide the certain strategy instruction for the concrete practice of the enterprise to create customer value.