基于BP网络的客户分类方法研究

【作者】 徐祥合；

【导师】 陈富林；

【作者基本信息】 南京航空航天大学 ， 机械电子工程， 2004， 硕士

【摘要】 客户是企业最重要的资源之一。现代企业之间的竞争主要表现为对客户的全面争夺。而是否拥有客户取决于企业与客户之间关系的状况。企业要改善与客户之间的关系，就必须进行客户关系管理。 客户分析是客户关系管理的基础，而客户分析的一项重要内容是客户分类。本文在分析客户关系管理、BP网络、传统客户分类方法的基础上，探讨了以客户价值为依据的客户分类方法，对现有客户价值评估模型加以改进，提出了新的客户价值评估模型；考虑到客户价值难以直接计算，将BP网络应用于客户分类，提出了基于BP网络的客户分类方法；并开发了连锁超市客户关系管理系统。更多还原

【Abstract】 The customer is one of the most important resources of an enterprise. The competition between enterprises focuses on customers. Whether an enterprise holds a customer depends on the state of the relationship between the enterprise and the customer. To improve on the relationship with the customer, an enterprise must carry out customer relationship management (CRM) .Customer analysis is the basis of CRM and customer classification is an important item of customer analysis. But there is not any efficient customer classification method at present. The paper firstly introduces CRM, BP ANN (Artificial Neural Network) and the traditional methods of customer classification, then studies the customer-classification method according to customers’ value and improves on the existing customer value model. Subsequently, applying the BP ANN to customer classification, the paper puts forward the customer classification method based on BP ANN. In the end, the paper introduces a CRM system developed by the author during the past year.更多还原