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Classification of Customer Value Based on Rough Sets - Neural Network

Author: ChenLiang
Tutor: SuXiang
School: Jiangsu University of Science and Technology
Course: Management Science and Engineering
Keywords: Rough Set Neural Networks Customer Value Customer Relationship Management
CLC: F224
Type: Master's thesis
Year: 2011
Downloads: 107
Quote: 0
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Abstract


E-commerce market transactions as an Internet-based technology has been gradually changing the traditional business model of all walks of life in this society, a complete change in the relationship between businesses and their customers. The fierce competition in the industry makes the modern enterprise needs to transfer its core business philosophy of \The concept of \Customer Relationship Management (Customer Relationship Management, CRM) to solve the problem of how to achieve \The core of CRM is to manage the interaction of the two different directions of the value stream creation process. The potential for both value stream is the flow of enterprise customers and customer flow to the enterprise, they are complementary enterprises in the production and sales process to create a favorable value for customers, and customers can purchase return business profits and expanded reproduction . Created from the value of the customer flow to the enterprise perspective, the ultimate goal of customer relationship management is to maximize customer value. How to achieve the maximization of customer value, require customers to evaluate and identify the most valuable customers, to carry out a special promotion, to provide more personalized service, try to maintain this type of customer, so that enterprises with a minimum investment the greatest return. Representation contained in the information system of a large number of customer characteristics and behavior information is limited to the record, the lack of deep analysis, data mining methods need to adopt new technologies and methods, such as classification analysis of a series of customer data for data mining, and then found the representation data behind the rules and instructions, identify high-value customers and worthless clients, its of personalized service, the personalized management, in order to achieve a small investment, big return purposes. The paper-based data-mining techniques, the use of rough set - United Technologies of the neural network data mining approach to customer value analysis, identification and evaluation system through a series of possible indicators, the establishment of appropriate data model to assess customer value, in order to achieve the classification of the types of customers. This method can effectively evaluate customer value, customer identification, customer segments and markets, improve customer satisfaction and loyalty, retain customers, improve management for enterprise customers with a certain degree of intelligent decision support.

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