A Study Of Developing Auto Maintenance Customer Service System Based On Customer Value Analysis

With the rapid development of economic globalization and mass customization,it is important to meet the individual needs of customers through technical means in order to improve the profitability of enterprises and enhance their own value.For enterprises,the key to realize customization service is to identify customer value and to target customer accurately by the scientific methods.The thesis takes an automobile maintenance service industry as the research object.Aiming at enhancing the enterprise service abilities and competitiveness,its customer value analysis model is established,the customer is clustered and valuable knowledge and rules are mined as well through the big data analysis techniques.The main work and characteristics of the thesis are as follows:(1)After analyzing the drawbacks of the traditional customer value analysis model,a novel RFM'IA customer value analysis model is established and its various indicators are defined.Also,the analysis and application methods of the model on customer value are described.(2)The O'-FCM clustering algorithm is proposed to solve the problem of uncertain clustering number and clustering center in the traditional FCM algorithm.Responding experiments show that the algorithm can avoid the noise influence on the accuracy algorithm effectively and improve the efficiency and accuracy of the selection of clustering center.(3)A parallel O'-FCM algorithm based on Hadoop platform is constructed to realize load balancing and parallel computing of customer value analysis data.The advantages and effectiveness of the algorithm are verified by experimental comparison.Moreover,an engineering application example of the algorithm based on RFM'IA model is provided.(4)A customer service system for automobile maintenance industry is designed and implemented.The implementation framework,main functions and database structure of the system are described.Meanwhile,the engineering application interfaces of the main algorithm in the system are shown.The thesis has achieved certain results and effects in accurately analyzing the customer value of the automobile maintenance industry,which can improve the business decision-making ability and customer loyalty.Furthermore,as a generalization method,the research results can also be applied to the evaluation of customer value in other fields.