Title :
A Grey Relation-Based Approach to Customer Value Assessment with Interval Numbers
Author :
Zhang, Quan ; Jin, Peng ; You, Ying
Author_Institution :
Sch. of Inf. Eng., ShenYang Univ. of Technol., Shenyang, China
Abstract :
This paper proposes a grey relation-based approach to customer value assessment while customerspsila information is expressed in the form of interval numbers. By calculating the grey relation coefficient between interval attribute values and the ideal one, the decision matrix in the form of interval is transformed into a definite one, based on which the attribute weights are determined in order to maximize the overall values of alternatives (i.e., the customers). Accordingly, the alternatives can be ranked or grouped based on the overall values obtained. An example of evaluating the customers of a power supply company is used to illustrate the proposed approach, which justifies the innovation and simplicity of it.
Keywords :
customer relationship management; decision making; grey systems; customer information; customer value assessment; customer value management; decision matrix; grey relation coefficient; grey relation-based approach; interval attribute values; power supply company; Competitive intelligence; Costs; Decision making; Educational technology; Electronic commerce; Frequency domain analysis; Performance analysis; Power engineering education; Power supplies; Regression tree analysis; customer value assessment; grey relation; multiple attribute decision making; ranking; weights;
Conference_Titel :
Electronic Commerce and Business Intelligence, 2009. ECBI 2009. International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-0-7695-3661-3
DOI :
10.1109/ECBI.2009.73
