保险业客户行为忠诚度分析  

Analysis of Customer Behavior 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：《哈尔滨理工大学学报》2010年第1期129-132,共4页Journal of Harbin University of Science and Technology

摘　　要：针对保险业如何利用客户数据提高管理决策水平和销售业绩的问题,根据保险业客户忠诚度的判别条件,运用模糊数据挖掘技术,提出了通过对已有客户进行行为忠诚度聚类分析,发现公司内客户所属的类型,并据此对新客户做出忠诚度预测,从而可更好地为保险业客户管理提供帮助.To solve at the problem how to utilize customer data to improve management decision-making level and sales in insurance, according to the discriminating conditions of insurance customer loyalty, this paper uses fuzzy data mining technology to make clustering analysis on customers based on behavior loyalty. The analysis points out customers can be classified into different groups and forecasts new customers loyalty according to the result of previous cluster analysis. The method mentioned can enhance the efficiency of customer relationship management in insurance.

关 键 词：保险业 模糊数据挖掘 客户忠诚度 

分 类 号：F272.1[经济管理—企业管理]