【摘要】 提出一种综合考虑长期收益的客户选择策略,即在选择客户时,依据与客户的交互情况,依据客户的潜在长期价值作为其选择的标准。而客户的潜在价值是依据其交互的历史情况、可信程度和活跃程度进行计算。将这些参数作为客户长期价值的评价参数,综合给出接纳客户服务请求的收益计算方法以及不接纳客户可能造成的损失方法,从而给出综合优化的客户选择方法。研究结果表明:与传统的仅以当前收益最大化的优化方法相比,本文的策略在长期收益要高30%以上,而且考察的时间越长,策略的效果越明显,证明了本文策略的优越性。更多还原

【Abstract】 A customer selection strategy with comprehensive long-term gains was put forward.The procedures are as follows.The selection criteria is based on the interaction and potential long-term value of the customer.The potential value of the customer is calculated according to his interaction history,credibility and active level.These parameters are selected as evaluation parameters for customer’s long-term value calculation,and then the profit calculation method accepting the customer service requests as well as the loss calculation method of rejecting service requests are given.The results show that,compared with traditional methods which only focus on current profit maximization,this strategy is better in the long-term profit by more than 30%,and the longer inspection,the more obvious effects can be obtained,which indicates the superiority of the strategy.更多还原