Classification of clients in client relationship management (CRM) base on rough set theory
Yong Li, Zhi Xiao, Feng-Sheng Liu · 2004
Client relationship management (CRM) is now one of the important conceptions being discussed in both corporations and academia. A perfect CRM system can effectively increase a corporation's power of competition. It's a heart matter of CRM to do the effective analysis of clients, especially the classification of clients. This paper puts forward a client classifying algorithm based on rough set theory for this matter, discussing its practicability in CRM. This algorithm gets a sample by the sampling method based on historical data of clients. Then specialist classifies the clients in the sample. It calculates the important degree of attributes according to information quantity reduces the attributes and works out the reduced decision form to the rules of rough decision. Finally, this algorithm mines in the gross of client's data by the rules of rough decision then can finish classification of clients.