企业在利用顾客满意度这一高效性市场拓展工具作为营销策略时,定位核心顾客并维持其满意度在合理的水平上,是实现利润最大化的关键。事实上,企业不可能也没必要实现所有顾客满意度的最大化,追求顾客满意时的决策准则应是追求顾客终身价值的最大化,因此企业应预测顾客满意水平下的企业成本、收益和利润,对不同的顾客采取不同的营销策略。 When enterprises use the highly efficient marketing tool of customer satisfaction as their marketing strategy, positioning key customers and maintaining their satisfaction at a reasonable level is the key to maximizing profits. In fact, the enterprise can not and does not need to maximize the satisfaction of all customers. The decision-making criterion in the pursuit of customer satisfaction should be to maximize the lifelong value of the customer. Therefore, the enterprise should predict the enterprise cost, profit and profit under the customer satisfaction level , For different customers to take a different marketing strategy.