铁路物流2025，Vol.43Issue(1)：34-39,6.DOI:10.16669/j.cnki.issn.2097-5899.202408280001
考虑客户价值的铁路货运客户细分模型研究
Railway Freight Customer Segmentation Model Considering Customer Value
摘要
Abstract
In order to adapt to the constantly growing demand for freight transportation and fierce market competition,as well as the transformation of railway freight transportation into modern logistics,railway freight transportation needs to improve customer relationship management,accurately segment customers,meet their diverse and rich needs,and thus enhance the competitiveness of railway freight transportation.By establishing a customer value indicator evaluation system,the value that customers can create for the enterprise was evaluated from three perspectives:current value,potential value,and loyalty.The analytic hierarchy process was used to determine the weights of each indicator,and then the K-means algorithm was used to segment customers into three categories:high-value customers,medium-value customers,and low-value customers.In terms of evaluating the current value of customers,by considering the emphasis on transportation volume in railway freight transportation,the traditional RFM model was improved,and a TFC model suitable for railway freight customers was proposed.Incorporating the tonnage of customers'goods into the segmentation method of customer value could more accurately identify high-value customers,which is beneficial for railway freight transportation to efficiently use marketing resources and improve marketing effectiveness.关键词
铁路货运营销/客户价值/客户细分/层次分析法/K-means算法Key words
Railway Freight Marketing/Customer Value/Customer Segmentation/Analytic Hierarchy Process/K-means Algorithm分类
交通工程引用本文复制引用
宋海涛,孙文丽,冯芬玲..考虑客户价值的铁路货运客户细分模型研究[J].铁路物流,2025,43(1):34-39,6.基金项目
中国铁路广州局集团有限公司科技研究开发计划课题(2022K009-K) （2022K009-K）
中南大学"高端智库"项目(2022znzk08) （2022znzk08）
