Document Type



In this paper, the author applied the concept of the Markov chain and divided sales procedures into several indexes and states; use the state index for connecting success in sales and customer relations into Pfeifer’s method, establish a mathematical model, and demonstrate its result. In order to increase profits and decrease the cost of sales for the company, we further classify customers and propose different sale strategies. Case study and analysis are provided to elaborate the approach and its contribution to sales and CRM (customer relationship management) strategy.