摘要
用可定制的评估指标树来描述客户分类的评价体系,让用户自主确定每个评价指标。在此基础上,提出了一种基于模糊聚类分析的客户分类算法,对客户进行分类管理,并给出了一个计算实例,取得了正确的计算结果。该计算实例表明,这个算法可以用于关于客户关系管理的决策支持系统中。
The customer classified evaluation system is described by the customization supporting tree of evaluation indexes, and user can determine any evaluation index independently. Based on which, an algorithm of customer classified based on fuzzy clustering analysis is put forward to implement customer classified management. A calculation example is presented, and the correct result is gained. The calculation example indicates that the algorithm can be used in the decision support system of CRM.
出处
《计算机应用研究》
CSCD
北大核心
2005年第4期52-53,57,共3页
Application Research of Computers
基金
国家"863"计划资助项目 ( 2003AA414011 )
武汉市重点科技攻关项目(20023005133 04)
关键词
模糊聚类分析
客户分类管理
评价指标体系
CRM
Fuzzy Clustering Analysis
Customer classified Management
Evaluation Index System
CRM
