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　　摘要
      近几年来，随着第三方物流行业的迅速发展，第三方物流企业间的竞争也日益加剧。第三方物流企业如何实施客户策略以便在激烈的市场竞争中立于不败之地，是企业目前最为关注的问题。通过对企业客户进行评价和决策，细分客户群，发掘关键客户，为企业制定服务策略、目标规划提供有力的参考依据，进而从根本上增强企业的竞争力。那么第三方物流企业如何识别客户的价值，即对客户的价值进行评价呢？又如何基于客户价值对客户进行分类呢?本文就是对于该问题进行了探讨和研究。
      本文在对该课题国内外研究现状进行了综合性归纳总结之后，确定了本文的写作思路。首先对客户价值理论进行了深入的认识，介绍了客户价值的定义，区分了客户价值与顾客让渡价值，界定了本文研究的客户价值是指顾客给企业带来的价值;介绍了客户价值链理论和客户生命周期理论，阐述了进行客户价值评价的必要性，同时明确了本文将从客户当前价值和潜在价值两方面对客户价值进行评价的思路；另外，总结归纳了目前国内外学者进行客户价值评价时常用的评价方法。
      其次，本文结合第三方物流企业的特点，根据客户价值理论和评价理论，构建了第三方物流企业客户价值评价指标体系。该指标体系从客户当前价值和潜在价值两方面反映客户价值，客户当前价值指标和潜在价值指标又分别包括多个的子指标。指标体系的指标层数为四层，子指标个数达17个。随后选用了AHP综合评价方法对指标进行综合评价，得到各客户价值的综合评价得分，并进行排名;接着，利用客户价值评价的结果，运用聚类分析讨论了基于客户价值评价的客户分类方法。详细介绍了用聚类方法进行客户分类的原理及具体计算步骤。
      最后，基于HY第三方物流企业的实际情况，进行了本文的实证分析，证明了采用该方法能有效的改进企业对客户的细分。
      本文的研究工作能够帮助企业正确地识别高价值客户，并提供了基于客户价值识别的客户细分方法，有利于改进企业对客户的有效分类，使企业的有限资源更多的投入到高价值客户，而取得良好的客户关系，实现企业价值的最大化。
关键字:第三方物流，客户价值，综合评价，聚类
Abstract
      With the rapid development of the 3rd-part logistics in recent years, the competition is growing increasingly among logistics firms. In the fierce market, a serious problem which firms concern mostly is what customer strategy makes firms more competitive. Decision-making methods like evaluating customers, clustering customers and deciding key customers are able to help logistics firms to constitute
customer strategies and draw long-term plan, which eventually improves the strength of the firm in essence. But how do the 3rd -party logistics enterprises identify the value of those customers to evaluate the value of them? And then how to classify the customers based on their value? In this article, the issues is discussed and studied.
      After sum up the related research at home and abroad on the subject, this paper identified the idea of writing. Above all, the article makes in-depth understanding of customer value theory, introduces the definition of customer value, distinguishes between customer value and customer delivered value; in this paper, the customer value is defined to value which the customer give to the enterprise. The article
introduces the theory of Customer Value Chain and Customer Life Cycle, elaborates the need of the customer value for the evaluation. At the same time, this article will evaluate the value of customers from current customer value and potential customer value. In addition, the article sums up the related research method on evaluation of customer value at home and abroad on.
      Then, with the characteristics of 3rd-party logistics business and according to the theory of customer value and evaluation, this article constructs a customer value evaluation index system of 3rd-party logistics business. The index system contains current customer value index and potential customer value index, and the two indexes contain more than one sub-index. The index system has four floors and seventeen sub-indexes. Then this article uses the Comprehensive Evaluation Method AHP to calculate, gets the evaluation marks and row. Then, use the result to cluster to classify the customers. In addition, introduces the principles of using clustering approach on customer classification and the details about step of the calculation.