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怎样才能留住喜新厌旧的顾客呢?日本的京王百货在 CRM 之外,又增加了 RFM 分析方法,希望留住每一位顾客的心。京王百货是日本几大百货公司之一,从今年4月开始,京王在东京新宿等50家卖场增设了 CRM(客户关系管理)专员。这些专员是为了配合投资5亿日元建立的商品与顾客管理一体化系统而设立的。在以往推行的 CRM 当中,常会有数据分析结果与实际情况不相符的问题。为了进一步区分顾客,商场引入了 RFM(Recency Frequency
How to retain the hi new customers? Keio Department Store in Japan outside of CRM, but also increased the RFM analysis, hoping to retain every customer’s heart. Keio Department Store is one of Japan’s major department stores, from April this year, Keio added a CRM (Customer Relationship Management) commissioner to 50 stores in Tokyo’s Shinjuku. These specialists are set up to complement the integrated system of merchandise and customer management established to invest 500 million yen. In the past, the implementation of CRM, often data analysis results do not match with the actual situation. In order to further distinguish customers, shopping malls introduced the RFM (Recency Frequency