Research on Indez System of Dynamic Customer Segmentation--Based on the Case Study of China Telecom

摘要：

Because of the influence of psychosocial and environmental factors, customer behavior is sometimes uncertain and inconsistent. However, most of the existing customer segmentation approaches are for certainty segmentation, which cannot objectively describe customer’s random and uncertain behavior. Therefore, this article proposes an index system of dynamic customer segmentation based on customer lifetime value, and reveals that more comprehensive comparison and analysis can be conducted on target customers along four dimensions, namely, service application strength, service core value, service substitutability, and service core value extension. Through China Telecoms database mining, the specific evaluation indices for the telecom industry are introduced, achieving dynamic customer segmentation and increasing the objectivity of this index system in describing customer behavior.

关键词： Customer Segmentation Evaluation Customer Relationship Management

作者: Tan Haining Xu Juanjuan Zhao Bian

作者单位: Economic and management School Wu han University, Wu han , China Enterprises management, E & M School Zhongshan University，SCAU Guangzhou ,China

会议类型: 国际会议

会议名称: 2009 2nd IEEE International Conference on Computer Science and Information Technology(第二届计算机科学与信息技术国际会议 ICCSIT2009)

会议地点: 北京

会议语种:英文

页码: 2145-2149

在线出版日期: 2009-08-08（万方平台首次上网日期，不代表论文的发表时间）