保险业客户态度忠诚度模式分析  

Analysis of the mode of the customer attitude loyalty in insurance

作　　者：吴洪波[1] 张蕾[1] 

机构地区：[1]哈尔滨理工大学管理学院,黑龙江哈尔滨150040

出　　处：《科技与管理》2010年第2期87-90,95,共5页Science-Technology and Management

摘　　要：针对保险业如何深层次挖掘忠诚客户的价值,从而提高客户价值的问题,通过分析客户态度取向的不同表现形式,提出反映保险业客户态度忠诚的子模式,运用五级评分法和数据挖掘技术,对已有客户进行忠诚度聚类分析,以发现公司内客户态度忠诚的所属类型,分析每一类客户的特征,从而更好的为保险业客户管理提供帮助。Aimed at the problem that how to mining the value of the loyal customers deeply to improve the value of customers, by means of analyzing different patterns of manifestation of customer attitude loyalty inclination, this paper give out branch mode that reflecting the customer attitude loyalty ,uses five grades method of point rating and data mining, applies customer loyalty cluster analysis to detect the types which customers belong to, analyses the characters of each type of customers. This method is more effective and helpful to managing the customers in insurance.

关 键 词：保险业 客户态度忠诚度 数据挖掘 

分 类 号：F272.1[经济管理—企业管理]