In banking practice, banks usually use customer profitability analysis (CPA) tomeasure customer value after the introduction of CRM software.

• 从实际应用情况看,在引入客户关系管理战略及 CRM 软件后,银行业已开始用客户利润贡献度(Customer Profitability Analysis, CPA)指标来量化评估客户价值。