The prediction and dynamic management of the customer relationship in E-commerce business

摘要：

A new customer relationship phasing method is improved and innovated based on the traditional one—RFM. Meanwhile, Markov Chains is employed to set up a customer ralationship model in order to predict and manage the customer in the business. The model is demonstrated using real sales data of a E-commerce company.

关键词： customer relationship management customer stage division Markov Chains

作者: Duan nannan Li zhuoqun

作者单位: School of Information, EastChina jiaotong University, Nanchang 330013,China

会议类型: 国际会议

会议名称: The Ninth Wuhan International Conference on E-Business(第九届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 68-73

在线出版日期: 2010-05-29（万方平台首次上网日期，不代表论文的发表时间）