基于数据挖掘的客户细分框架模型 - 计算机工程.pdf

35 19 2009 10 Vol.35 No.19 Computer Engineering October 2009 ·· 2009 A TP18 ( 150001) -- Customer Segmentation Framework Model Based on Data Mining FANG An-ru, YE Qiang, LU Qi, LI Yi-jun (School of Management, Harbin Institute of Technology, Harbin 150001) AbstractData mining techniques are broadly used in customer relationship management, which enhance the capacity of customer segmentation to a new level. Since there is no unified framework model for customer segmentation by now, this paper analyzes the recent relation of customer relationship management structure and customer segmentation, and proposes a customer segmentation framework model based on data mining, which includes space model and DFM(Data, Function, Method) model. Key wordscustomer segmentation; framework model; data mining 1 2 (classification)(clustering) 20 90 Gartner Group 2 (segmentation) 2 CRM 2.1 CRM BainCompany CRM 1 451