摘要
提出电信企业客户消费的RFM模型,通过AHP法得到电信行业RFM指标的权重,并应用K-均值聚类法对客户进行分类.分析各类客户的客户等级,并结合指标权重对各类客户进行顾客终身价值比较分析.实证研究表明:本文所提出的模型和方法可以有效地对电信企业客户进行分类.
Telecom market segmentation is the key of winning the intense competition for telecom enterprise. In this paper, The RFM model of telecom customer is proposed, the weight of the RFM indexes is attained through AHP and the K-means cluster is used to group customers. Also the hierarchy of every customer group is analyzed, and the customer lifetime value of every customer group is comparatively analyzed according to the weight of RFM. The analytical model and method proposed in this paper can classify the telecom customer effectively.
出处
《哈尔滨工业大学学报》
EI
CAS
CSCD
北大核心
2006年第5期758-760,共3页
Journal of Harbin Institute of Technology
基金
国家自然科学基金资助项目(70472064)
关键词
客户分类
K-均值聚类法
层次分析法
RFM模型
customer classification
K-means cluster
analytical hierarchy process
RFM model
