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客户群标准客户的塑造是企业进行客户细分的基础,对企业实施客户聚焦战略有重要意义。客户群标准客户塑造的关键在于确定标准客户的特征行为属性及取值范围。针对客户行为属性之间可能存在着非线性相关性的特点,运用粗糙集中的信息熵约简算法对客户的行为属性进行约简以提取出标准客户的特征属性,然后运用贝叶斯理论中的条件概率计算方法确定标准客户在其特征属性上的取值范围,以此完成客户群标准客户的塑造。最后,通过江西某电信运营商的客户数据对方法的计算过程进行了实证。结果表明:通过该方法可以有效地构建出客户群的标准客户。
Customer base Standard customer shaping is the basis for enterprise customer segmentation, the implementation of customer focus strategy for the enterprise is of great significance. The Key to Customer Segmentation The standard customer shaping lies in determining the characteristic customer attributes and the range of values. According to the characteristics that there may be nonlinear correlation between customer behavior attributes, this paper uses the information entropy reduction algorithm based on rough set to reduce the customer’s behavior attributes to extract the characteristic attributes of standard clients, and then uses the Bayesian theory Conditional probability calculation method to determine the value of standard customers in the characteristics of its scope, in order to complete the formation of customer base of standard customers. Finally, through the customer data of a telecom operator in Jiangxi, the method of calculating the method is empirically verified. The results show that this method can effectively build a customer base of customers.