基于WOA-SVR的客户关系管理有效性评价研究  

Study on the Effectiveness of Customer Relationship Management Based on WOA-SVR

作　　者：谢伟彤 江帆[2] 席本玉[3] XIE Weitong;JIANG Fan;XI Benyu(Department of Management,City College,Xi'an Jiaotong University,Xi'an 710018;Department of Computer Science and Information Management,City College,Xi'an Jiaotong University,Xi'an 710018;City College,Xi'an Jiaotong University,Xi'an 710018)

机构地区：[1]西安交通大学城市学院管理系,西安710018 [2]西安交通大学城市学院计算机科学与信息管理系,西安710018 [3]西安交通大学城市学院,西安710018

出　　处：《微型电脑应用》2019年第7期79-82,共4页Microcomputer Applications

摘　　要：为提高客户关系管理有效性评价的精度,针对SVR模型结果易受惩罚系数C和核函数参数g的影响,将鲸鱼优化算法应用于SVR模型的惩罚系数C和核函数参数g的优化,提出了一种基于WOA-SVR的CRM有效性评价方法。研究结果表明,与GA-SVR、PSO-SVR、DE-SVR和SVR相比,WOA-SVR模型的CRM客户关系管理评价精度最高,对指导企业进行CRM评价和实践具有重要的理论意义和实践价值。In order to improve the accuracy of the effectiveness evaluation of CRM, the Whale Optimization Algorithm(WOA) is used for the SVR model results. The WOA is applied to the optimization of the penalty coefficient C and kernel function parameter g of the SVR model, and a CRM effectiveness evaluation method based on WOA-SVR is proposed. Compared with GA-SVR, PSO-SVR, DE-SVR and SVR, the CRM of WOA-SVR model has the highest accuracy, which proves the validity and reliability of the WOA-SVR method. It is of great significance to guide enterprises to carry out CRM evaluation and practice.

关 键 词：鲸鱼优化算法 客户关系管理 粒子群算法 遗传算法 客户价值 

分 类 号：F274[经济管理—企业管理]