Title :
Fuzzy Clustering Model of CRM in Securities Trade
Author :
Guo, Lanshen ; Zhang, Minglu ; Sun, Lixin ; Wang, Zhong
Author_Institution :
Sch. of Mech. Eng., Hebei Univ. of Technol., Tianjin
Abstract :
This paper applies fuzzy clustering theory to customer relationship management of securities industry and presents securities business model of CRM. The model includes two layers. First, in class classification layer, fuzzy clustering model is used to realize customer classification according to such index as trading frequency, trading capacity and interest balance. Second, in group classification layer, according to customers´ operating style, dynamic Bayes model is adopted in order to grouping customer. The securities business model and its fuzzy customer clustering methods have been applied in CITIC Securities Co. Ltd and have achieved successful effect on customer service
Keywords :
Bayes methods; business data processing; customer relationship management; data mining; fuzzy set theory; pattern classification; pattern clustering; securities trading; class classification layer; customer classification; customer relationship management; data mining; dynamic Bayes model; fuzzy clustering theory; fuzzy customer clustering; group classification; securities business model; securities industry; securities trade; Clustering methods; Companies; Customer relationship management; Data mining; Data security; Frequency; Information security; Mechanical engineering; National security; Sun; CRM; Data mining; Fuzzy clustering; Securities business;
Conference_Titel :
Intelligent Control and Automation, 2006. WCICA 2006. The Sixth World Congress on
Conference_Location :
Dalian
Print_ISBN :
1-4244-0332-4
DOI :
10.1109/WCICA.2006.1714242
