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中文摘要：
从分析现有CRM（客户关系管理）系统的缺失入手，强调了销售以客户“人”为分析基点的重要性，在此基础上给出了一类销售过程的简化状态指标．应用该思路、指标、借助于Pfeifer和Carraway的思路、利用Markov链建立商家与客户关系模型，就有限次销售的一次交易、多次交易及无限次销售的情况分别给出相应分析结果．并考虑企业实际运作，进一步讨论了该模型下不同销售策略模型的响应．结果表明，减少成功率小的销售活动，企业期望获利会更大些．
英文摘要：
Beginning from the analysis of the lack in CRM＇s （customer relationship management）, the importance that selling should operate based on the analysis of customer himself is emphasized, and the simplified state guide line is given. A CRM model is set based on this thought, the index, Pfeifer and Carraway＇ s model and Markov chain, then the corresponding computing result and their analysis are given for the case of one period and more periods selling in finite horizon, also the case in infinite horizon. Considering the practice, the model＇s result is discussed, based on the different selling policies. The result shows decreasing those sales with smaller success probabi lities will help the enterprise to get more profit.
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