Title :
Customer Segmentation and Evaluation Based on RFM, Cross-Selling and Customer Loyalty
Author_Institution :
Sch. of Bus. Adm., Jiangsu Univ. Zhenjiang, Zhenjiang, China
Abstract :
In this paper, we investigate the scope of customer value and bring forward special definition of customer value. Also, we analyze customer value according to current value, potential value and customer loyalty. And we propose a model to classify customers into sixteen categories based on Self-Organization Map.
Keywords :
customer relationship management; cross-selling; customer classification; customer evaluation; customer loyalty; customer segmentation; customer value analysis; self-organization map; Analytical models; Charge measurement; Current measurement; Expert systems; Frequency measurement; Mathematical model; Time measurement;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998805
