基于马尔可夫模型的风险型客户预测与管理  

Prediction and Management of Risk Customer Based on Markov Model

作　　者：李蓉[1] 

机构地区：[1]广东农工商职业技术学院计算机系,广东广州510507

出　　处：《科技广场》2014年第1期164-167,共4页Science Mosaic

摘　　要：客户是企业的重要资产之一,是企业实现利润的源泉。客户关系的发展形成一个完整的生命周期,处于生命周期形成阶段的客户往往要消耗较多的资源却甚少为企业创造价值,企业的投入具有风险性。本文对风险型客户发展过程中的特点进行分析,同时提出基于马尔科夫模型的风险型客户预测方法,掌握风险型客户在市场竞争过程中的市场占有率信息,从而为企业的战略决策提供支持。The customer, one of the most important assets of enterprises, is the source of profit. The develop-ment of customer relationship forms a complete life cycle. The customers in the development stage tend to con-sume more resources and create less value for the enterprise, which leaves business investment greater risks. We analyze the characters of the risk customer in the development, and put forward the risk forecast method based on Markov model, which will help enterprises grasp the information of market occupation rate during market compe-tition, which can support the enterprises in making strategic decisions.

关 键 词：马尔可夫模型 风险型客户 预测 客户保持 

分 类 号：F224[经济管理—国民经济]