| 电子商务企业客户关系的预测与动态管理 |
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| 引用本文： | 段楠楠.电子商务企业客户关系的预测与动态管理[J].华东交通大学学报,2010,27(1):119-124. |
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| 作者姓名： | 段楠楠 |
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| 作者单位： | 华东交通大学,信息工程学院,江西,南昌,330013 |
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| 摘 要： | 在对传统的客户关系阶段划分方法——RFM法改进创新的基础上,利用马尔科夫链对客户关系进行建模,用以对客户关系进行预测和动态管理。通过真实的电子商务企业销售数据,说明了模型的意义和用法,并验证了该模型的正确性。
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| 关 键 词： | 客户关系管理 客户阶段划分 马尔科夫链 |
Prediction and Dynamic Management in Customer Relationship of E-commerce Enterprises |
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| Duan Nannan.Prediction and Dynamic Management in Customer Relationship of E-commerce Enterprises[J].Journal of East China Jiaotong University,2010,27(1):119-124. |
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| Authors: | Duan Nannan |
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| Institution: | Duan Nannan ( School of Information Engineering, East China Jiaotong University, Nanchang 330013, China) |
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| Abstract: | 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 relationship model in order to predict and manage the customers in the enterprises. Correctness of the model is demonstrated using real sales data of E-commerce enter- prises. |
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| Keywords: | management of customer relationship division of customer stage Markov Chains |
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