面向保障服务的客户类型分析研究与应用

Research and application of customer type analysis based on typical customer

提出面向保障服务企业的客户类型分析方法,给出适合于计算机实现的解决方案。从影响保障服务及时性的主要因素提取分析指标,建立基于故障的客户分类指标体系;采用模糊聚类算法进行客户分类,并通过分类有效性验证得到最佳聚类结果;从最佳聚类结果中提取典型客户,结合典型客户特征,定义客户类型;最后以某企业客户类型分析实例验证方法的有效性。

A customer type analysis method and its realization scheme for computer are presented. Analysis indexes are selected from many factors which have influence upon maintenance＇ s validity, and an index system is designed depending on these indexes. Customer classification is based on fuzzy clustering, and optimum cluster number could be known by its cluster validity. According to the result of optimum cluster,typical customer is proposed to support customer type＇ s definition. Finally, a ease study in a corporation shows that the method is effective.