The important conclusions include : the first, the rate of complaining to employee or manager is very low and the rate of customer defection is very high after service failure; 重要的研究结论包括:第一,顾客向企业员工或管理层抱怨的比例非常低,顾客在遭遇服务失误后的流失率非常高;
On the base of above-mentioned, two methods of evaluation customers are brought up. The first is the method of absolute evaluation, which is the customer profit contribution rate to evaluate the customer value. 在上述的基础上,本文提出了两个层次的客户评价方法,一是绝对评价方法即采用客户利润贡献率评价客户价值;