模糊聚类在客户关系管理中的应用与研究  

Investigation and Application of Fuzzy Clustering in Customer Relationship Management

作　　者：高博[1] 刘晓乐[2] 

机构地区：[1]河南工程学院管理科学与工程系,河南郑州451191 [2]河南工程学院计算机科学与工程系,河南郑州451191

出　　处：《河南工程学院学报（自然科学版）》2009年第2期24-27,共4页Journal of Henan University of Engineering：Natural Science Edition

摘　　要：针对客户分类的特征,通过对模糊聚类算法的改进,提出用改进后的模糊聚类算法作为客户关系管理中客户聚类的方法.论述了该方法的聚类过程,并给出了聚类分析的实例,得到了不同客户群的聚类中心以及客户的隶属度矩阵,为客户群的特征分析提供了量化依据,得到了满意的客户聚类结果.According to customer classification feature and based on the improved fuzzy clustering algorithm, the improved fuzzy clus- tering algorithm is used as the customer clustering methods in customer relationship management. The process of clustering analysis is illustrated by the example. Different groups of clustering center and customer＇s membership matrix are made to provide a quantitative basis of the characteristic analysis for the customer and get the satisfactory customer clustering results.

关 键 词：模糊集 聚类分析 客户关系管理 

分 类 号：N945.12[自然科学总论—系统科学]