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

摘要： 随着民营、外资检验机构的逐渐兴起，我国汽车检测市场竞争环境逐渐加剧，如何维 护价值较高的客户成为汽车检测机构发展过程中必须深思的问题。文章以最近一次消费、消 费频率、消费金额（RFM）客户管理模型为基础，从忠诚度、贡献度、地域分布等多角度对 汽车检测机构的客户价值进行梳理分析。借助德尔菲法对不同分析维度的权重进行评定，甄 别价值比较高的车企客户，为汽车检测机构后续对客户进行细分、差异化服务策略制定提供 基础。

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