【作者】 张扬明； 齐佳音； 舒华英；

【Author】 ZHANG Yang-ming QI Jia-yin SHU Hua-ying (College of Economics and Management,Beijing University of Post and Telecommunication,Beijing 100876,China)

【机构】 北京邮电大学经济管理学院；

【摘要】 评价客户价值是客户关系管理核心基础。传统价值评价方法基于专家评分,过于依赖专家的主观判断。因此,针对移动运营商的客户特点,本文提出一套综合评价移动客户价值的指标体系,并且设计出基于数据挖掘技术的客户价值评价方法。最后应用移动运营商的真实客户数据对该客户评价方法进行检验。更多还原

【Abstract】 Customer value evaluation is the core of customer relationship management.The classical evaluation meth-od is based on a grade system given by experts.However it is often excessively influenced by their subjective judg-ments.Therefore,according to the specific characters of wireless telecommunications,we present a comprehensivecustomer value evaluation system,and derive a more objective method based on data mining techniques.Moreover,we have practically verified this method over real customer data.更多还原