关键词: 客户终生价值, 客户关系管理, 消费者行为, 典型动态影响因素, 电信业

Abstract:

The identification of typical dynamic influencing factors of customer lifetime value (CLV) is helpful for the CLV prediction modeling and CLV raising Based on the authors’ former research results, 11 groups of hypotheses about the relationships between influencing factors of CLV and CLV were proposed Two mobile telecom operators in Beijing were chosen as empirical subjects and 481 questionnaires were collected The results show 9 factors from customer aspect and 5 factors from enterprise aspect which influence CLV significantly What’s more, some factors are highly correlated to CLV, including gender, generation, income, achievement requirement, independence requirement, lead user status, usage situation, customer relationship management (CRM) programming level and CRM technical maturity (significance level is less than 0001 ) Based on the results, the suggestions on the customer relationship management for telecom operators are given

Key words: customer lifetime value, customer relationship management, customer behavior, typical dynamic influencing factor, telecom industry