关键词: 检测认证；客户分析维度；德尔菲法；汽车检测行业；客户管理模型

Abstract: With the gradual rise of private and foreign inspection institutions, the competition environment of our country's automobile inspection market has gradually intensified. How to maintain high-value customers has become a problem that must be pondered in the development process of automobile inspection institutions. Based on the recency frequency monetary (RFM) customer management model, this article analyzes the customer value of automobile inspection agencies from multiple perspectives such as loyalty, contribution, and geographical distribution.With the help of the Delphi method, the weights of different analysis dimensions are evaluated to identify high-value automotive customers, and provide a basis for the subsequent segmentation of customers and the formulation of differentiated service strategies for testing agencies.

Key words: Testing and certification; Customer analysis dimensions; Delphi method; Automotive inspeltion industry; Customer management model