Case Study on Cluster Analysis of The Telecom Customers Based on Consumers’ Behavior
Customer segmentation is one of important issue in the customer relationship management. Its the means to cluster customer reasonably and effectively in improving economic efficiency of enterprises. This paper proposes a three dimensional model of customer segmentation based on the perspective of customer behavior and clusters the customer group with Kohonen method. Firstly, customer segmentation model was built according to business experience and verified the rationality of it by factor analysis. Chose the suitable variables to describe these three dimensions; secondly, use the Kohonen clustering algorithm to generate customer types. The clustering results were arranged to the eight quadrants. Describe the characteristics of each cluster groups; Thirdly, Marketing strategy was put forward by understanding the customer characteristics. Finally, a case study of the consumption data of a telecom enterprise in the region of Liaoning is given.
Tie-jun ZHANG Xing-hua HUANG Jia-fu TANG Xing-gang LUO
Department of Systems Engineering, Northeastern University, Shenyang, China China Telecom Group, She Department of Systems Engineering, Northeastern University, Shenyang, China
国际会议
长春
英文
1358-1362
2011-09-03（万方平台首次上网日期，不代表论文的发表时间）