【作者】 刘希宋； 喻登科；

【Author】 LIU Xisong, YU Dengke (Harbin Engineering University, School of Economics and Management, Harbin 150001)

【机构】 哈尔滨工程大学经济管理学院；

【摘要】 客户分类是企业客户关系管理的基石。客户价值包括当前价值和潜在价值两部分,对于企业实现客户价值目标,最主要的三个客户信息变量为订单金额、商品种类和订单频率。对客户的三个变量的离群数据进行分析,将客户分为9小类3大类,不同类别的客户应采取不同的管理策略。在此基础上构建客户分类器和客户分类模型,并进行客户分类的实例研究。更多还原

【Abstract】 Client sorting is headstone of enterprise client relation management. Client value includes current value and latent value, and three main client information variables including order form money, commodity variety and order form frequency is important for enterprise realizing client value goal. By analysis of outlier of three variables, clients are divided into nine subdivisions and three kinds, and different kinds of clients should be implemented by different management strategies. Client sort and its model are constructed based on it and an example is given to research client sorting.更多还原