关键词: 创新客户, 重要度, 客户终生价值, 客户流失, 波及效应, 复杂网络

Abstract: To further enhance the evaluation accuracy of innovative customer essentiality in Customer Collaborative Product Innovation (CCPI),an assessment approach was developed to analyze the customer churn and its ripple effects.By taking Innovative Customer Lifetime Value (ICLV) as a criterion,the defect that present methods only considered the customer current value for identification was overcame.A Weighted Innovative Customer Relationship Network (WICRN) model was established and Triangular Fuzzy Number was introduced to determine the degree of correlation among innovative customer under coexistence relationship.The quantitative expression of ripple effects was proposed with reach-affectability or ripple coefficient as index,which revealed the influence mechanism and degree of the customer relationship on their lifetime value.The calculation model for ICLV was proposed to confirm each customer's essentiality in certain churn probability.The effectiveness and feasibility of proposed method were verified by a case,and the results showed that customer churn and its ripple effects displayed a significant influence on ICLV.Moreover,a strong positive correlation was confirmed between ripple coefficients and innovative customer essentiality.It could provide evidence for improving the collaborative customer relationship management strategic and operational resource allocation mechanism decision making for enterprises.

Key words: innovative customers, essentiality, innovation customer lifetime value, customer churn, ripple effects, complex networks