计算机技术与发展

在客户关系管理(CRM)软件中,客户的满意度、忠诚度、信用度的衡量方法有很多。文中结合实际应用中的经验,提出了用层次分析法来计算用户的满意度、忠诚度、信用度,通过科学的方法定量地计算,使得软件对客户信息的管理达到最科学,从而最大限度地挖掘客户潜力,使企业的利润最大化。

There are many methods to measure the customer's satisfaction,loyalty and credit in CRM softwares.Combined with many experiences in practise,this paper proposes a method called analytic hierarchy process(AHP) to weight the customer's satisfaction,loyalty and credit.The AHP provides the scientific method to manage the customer's information in software,thereby the company could tapped the customer's potentiallities better,and make the benefit of the company to be maximum.