Research on Customer Segmentation Based on OCA Cluster Ensemble in Customer Crisis Management

摘要：

At present, single cluster model is adopted usually for customer segmentation. In this paper, clustering ensemble technology is applied to customer segmentation improves the cluster performance in customer crisis management owing to the uncertainty and fuzziness of customer behavior. First, this paper regards objective cluster analysis (OCA) as basic clusterer, which overcomes the shortcoming that current traditional customer segmentation methods cannot determine the number of clusters objectively, and then use a co-occasion matrix to combine the multiple clusterings to obtain the final consensus clustering. Finally, experiments show that the objective clustering ensemble algorithm based on random projection not only improves the accuracy of customer segmentation, but also finds out the optional clustering scheme in an automatic and objective way.

关键词： Customer Crisis Management Customer Segmentation Objective Cluster Analysis Clustering ensemble

作者: GAO Wei

作者单位: School of Business Management of Sichuan University, P.R.China, 610064

会议类型: 国际会议

会议名称: 2011 China Located International Conference on Information Systems for Crisis Response and Management(第五届危机响应与管理信息系统中国区国际大会 ISCRAM-China 2011)

会议地点: 哈尔滨

会议语种:英文

页码: 180-183

在线出版日期: 2011-11-24（万方平台首次上网日期，不代表论文的发表时间）