以客户终身价值为准则的客户重要程度识别系统

以客户终身价值为准则对客户重要程度进行识别.首先吸收了复杂网络的研究成果,推出了客户终身价值的计算式;然后运用“忠诚度”映射此公式中几个无法直接观测到的影响因素,同时运用典型调查和综合评价法算出各类客户的忠诚度,从而建立起客户特征集与忠诚度的分类回归树,获得客户终身价值的计算值;最后以某企业为例,运用BP人工神经网络训练出一个以客户终身价值为准则的客户识别系统.

The Customer Importance Identification System Based on Customer Lifetime Value

The importance identification of customer should be made based on customer lifetime value(CLV).To establish this system,firstly we absorb some conclusions about Complex Networks,and deduct a calculation formula of CLV.Then we map "Loyalty" onto a few influence factors in this formula,which can't be measured directly;simultaneously,we calculate the Loyalty through typical investigation and over-all evaluation,and set up a CART between customer's characteristic gather and Loyalty,thus,get the value of CLV.Finally,as an example,a customer identification system based on CLV is trained,using BP Artificial Neural-Network.