工业工程Issue(4)：36-42,7.DOI:10.3969/j.issn.1007-7375.2015.04.006
基于客户感知价值的客户细分研究
A Research of Customer Segmentation Based on Customer Perceived Value
摘要
Abstract
Based on customer perceived value ( CPV) and using the customer segmentation theory, an em-pirical study is been conducted.Taking for example the logistics public information platform ( LPIP) , a general process of performing customer segmentation based on CPV is proposed:Firstly, the driving factors of customer perceived value are determined by a literature review and a questionnaire survey.Secondly, driving factor variables are reduced by a factor analysis.Then, the customer categories are identified by u-sing clustering method.Finally, customer classification rules are found using decision tree method.In the end, according to customer characteristics, customers of LPIP fall into 4 categories: customers expecting high value, customers expecting medium value, customers expecting low value, customers expecting high performance.Research results can provide reference for different enterprises to fractionalize customers.关键词
客户细分/客户感知价值(CPV)/聚类/决策树Key words
customer segmentation/customer perceived value( CPV)/cluster/decision tree分类
管理科学引用本文复制引用
宋华,云俊..基于客户感知价值的客户细分研究[J].工业工程,2015,(4):36-42,7.基金项目
国家自然科学基金资助项目 （）
