基于N维云模型的客户共性与个体特征研究

Research on the Customer's Common and Personal Features Based on N-Dimensional Cloud Model

依据所采集的客户服务属性数据和客户本体属性数据,运用多维正态云模型对客户群共性行为特征进行了描述,构建客户群数值特征矩阵。通过云相似性度量的方法,从质的层面上分析客户群之间的相似性,并依据相似度对客户群进行动态调整;确定各个客户群的标准型客户,运用多维X条件云发生器生成个体客户的特征属性值对客户群属性特征的激活强度,从量的层面上计算个体客户与客户群的标准型客户之间的差异。最后通过模拟分析,计算出客户群之间的相似度、个体与群体之间的差异值,证实运用多维云模型理论可以很好地进行客户行为分析。

With the acquisition of customers＇ service and ontological attribute data,the customer group＇s common features are analyzed by using multi-dimensional normal cloud model.Hence,a customer group＇s characteristic matrix is built.Then,by means of similarity measures based on cloud model,similarity analysis between customer groups is carried out in a qualitative way such that the customer classification can be dynamically adjusted.After determining the typical customers in each customer group,it can generate the activated intensity of individual customer＇s property value with respect to customer group＇s property value by using multi-dimensional X condition cloud generator.Then,the difference between individual customers and the typical customer in a customer group can be calculated.Numerical simulation shows that the multi-dimensional cloud model is useful for customer behavior analysis.