Service-mining Based on Customer Value Analysis
Wang Hu, Yuan Hui · 2007
This paper introduces the service-mining based on customer value analysis. First, we give a brief description of the customer value and the definition, and function of services mining. Starting from the creation process of customer value, we propose the service-mining model based on customer value analysis to promote customer value. Taking customer segmentation as an example, in combination with KANO model, we discuss the way to apply the customer value analysis to the field of service-mining. Finally, we point out the existing complex problems of service-mining based on customer value analysis and offer helpful reference for the further study on it.