Abstract: In the background of relationship marketing, customer segmentation and, in particular, customer segmentation based on the profitability of customer has received increasing attention among both academics and managers. However, there is increasing awareness that the models presented have some obvious limitations: ignoring the unity of opposites of the value perceived by the customer and the value perceived by the company; failing to capture other potentially significant value sources that customers can provide to the company; and neglecting additional strategic analysis. Thus, the purpose of the paper is to explore a conceptual framework of customer segmentation based on dual perspectives of customer value. This is achieved through discussing on the unity of opposites of customer value and the systematic analysis of two-dimensional customer values in the context of customer


摘要: 在關系營銷的背景下，客戶細分尤其是基于客戶的盈利性進行的客戶細分越來越受到學術(shù)界和公司管理人員的關注。而且，人們也越來越清楚之前所建立的模型有著很明顯的局限性：忽視了客戶感知的價值和公司感知價值的統(tǒng)一；未能捕捉到其它由顧客向公司提供的重要的潛在價值來源；忽略了額外的戰(zhàn)略分析。所以說，本文的目的是根據(jù)客戶價值的兩個方面探究客戶細分的概念框架。本文在客戶細分的環(huán)境下對于客戶價值兩個方面的統(tǒng)一進行了討論，并且對客戶價值的二維度進行了系統(tǒng)分析。

關鍵詞： 客戶價值， 客戶價值的兩方面，客戶細