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    题名: Mixed-Initiative Synthesized Learning Approach for Web-Based CRM
    作者: 張瑋倫;Chang, Wei-lun;苑守慈;Yuan, Soe-tsyr
    贡献者: 淡江大學企業管理學系
    关键词: Customer relationship management;Customer retention;LabelSOM;Decision tree
    日期: 2001-02
    上传时间: 2011-08-24 16:08:51 (UTC+8)
    出版者: Elsevier
    摘要: The issue of customer relationship management has emerged rapidly. Customers have become one of the most important considerations to new companies being built. Accordingly, customer retention is a very important topic. In this paper, we present a mixed-initiative synthesized learning approach for better understanding of customers and the provision of clues for improving customer relationships based on different sources of web customer data. The approach is a combination of hierarchical automatic labeling SOM, decision tree, cross-class analysis, and human tacit experience. The objective of this approach is to hierarchically segment data sources into clusters, automatically label the features of the clusters, discover the characteristics of normal, defected and possibly defected clusters of customers, and provide clues for gaining customer retention.
    關聯: Expert Systems with Applications 20(2), pp.187-200
    DOI: 10.1016/S0957-4174(00)00058-0
    显示于类别:[企業管理學系暨研究所] 期刊論文


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