The Knowledge Service Model of Technology-Based SMEs from the Perspective of Value Cocreation

Table 8

Customer classification description table.

Client	Positive	Neglect	Passive
Serve	Professional alternative services and platform self-service	Freemium services	Short-term residency service
Features	Good service, high satisfaction	Easy to become a lost customer	Easy to develop into neglected customers
Result	Increase in contracted customers in your region/group	The number of customers in the region/group is decreasing year by year	The number of customers in the region/group is basically stable
Measure	Loyal customer development, brand promotion	Mining requirements, with composite services as the main model	Run events to foster online interaction and service engagement
Example	Guangdong area	Henan area	Inner Mongolia region