基于Agent的超市客戶關系管理系統(tǒng)的研究
發(fā)布時間：2019-06-19 13:26
【摘要】：隨著經(jīng)濟發(fā)展和社會進步,超市已成為人們?nèi)粘ＯM的主要渠道,如何在激烈的競爭中保持客戶已成為各商家競爭的焦點。但目前超市行業(yè)在智能決策方面的研究尚處初級階段,對存儲在數(shù)據(jù)庫中的數(shù)據(jù)也做不到深入的分析和挖掘。本文在智能決策理論的基礎上對超市客戶流失和客戶價值進行了深入研究,建立了針對超市的基于Agent的客戶關系管理系統(tǒng)。 本文通過客戶流失預測模型和客戶價值細分模型兩個方面對如何制訂即將流失客戶的保持策略進行深入研究,論文完成的主要工作如下: (1)本文將Multi-Agent和數(shù)據(jù)挖掘技術引入超市客戶關系研究,在JADE平臺上實現(xiàn)了Agent成員間消息模式的通信機制,并通過各Agent間的相互協(xié)作,創(chuàng)建了基于Multi-Agent的超市客戶關系管理系統(tǒng)。 (2)采用改進的C4.5決策樹算法對客戶進行流失預測,該算法在傳統(tǒng)C4.5算法的基礎上引入了加權因子并采用權重信息熵的計算方法,既可調(diào)節(jié)分類屬性距根節(jié)點的位置又可使重要類別的特性更加突出,并通過理論及數(shù)據(jù)分析驗證了該方法在超市客戶流失預測方面的合理性和有效性。 (3)采用基于Agent的蟻群算法對預測為流失的客戶進行客戶價值細分,通過細分結果評定客戶價值等級,以輔助超市管理者制定營銷策略。Agent與蟻群算法的結合使該模塊具有更強的魯棒性,細分過程及結果也更加直觀清晰,同時也提高了模型的自治性和社會性。 (4)整個系統(tǒng)按功能劃分為客戶流失預測Agent、數(shù)據(jù)中間處理Agent和客戶價值細分Agent三個Agent成員,并通過JADE平臺實現(xiàn)了各Agent間的通信及各模塊間的智能化協(xié)調(diào)管理,提高了超市客戶關系管理系統(tǒng)的自動化程度。 本文以超市客戶關系管理為研究方向,詳細闡述了系統(tǒng)的原理、實現(xiàn)過程及結果,從客戶關系管理的角度對超市的客戶保持策略進行了深入研究,為超市決策者制定保持客戶的營銷策略提供了決策依據(jù),具有較高的理論價值和現(xiàn)實意義。
[Abstract]:With the development of economy and social progress, supermarkets have become the main channel of people's daily consumption, how to maintain customers in the fierce competition has become the focus of competition among businesses. However, the research on intelligent decision-making in supermarket industry is still in the primary stage, and the data stored in the database can not be deeply analyzed and excavated. In this paper, on the basis of intelligent decision theory, the customer loss and customer value of supermarket are deeply studied, and a customer relationship management system based on Agent for supermarket is established. In this paper, the customer loss prediction model and customer value segmentation model are used to study how to formulate the retention strategy of customers who are about to lose customers. The main work of this paper is as follows: (1) in this paper, Multi-Agent and data mining technology are introduced into supermarket customer relationship research, and the communication mechanism of message pattern among Agent members is realized on JADE platform, and through the cooperation among Agent, The supermarket customer relationship management system based on Multi-Agent is established. (2) the improved C4.5 decision tree algorithm is used to predict the customer loss. Based on the traditional C4.5 algorithm, the algorithm introduces the weighting factor and adopts the calculation method of weight information entropy, which can not only adjust the position of the classification attribute from the root node, but also make the characteristics of the important categories more prominent. The rationality and effectiveness of the method in the prediction of supermarket customer turnover are verified by theoretical and data analysis. (3) Ant colony algorithm based on Agent is used to subdivide the customer value of the customers predicted to be lost, and the customer value level is evaluated by the subdivision results in order to assist supermarket managers to formulate marketing strategy. The combination of agent and ant colony algorithm makes the module more robust, the subdivision process and results are more intuitive and clear, and the autonomy and sociality of the model are also improved. (4) according to the function, the whole system is divided into three Agent members: customer loss prediction Agent, data intermediate processing Agent and customer value subdivision Agent. The communication between Agent and intelligent coordination management among modules are realized through JADE platform, which improves the automation degree of supermarket customer relationship management system. Taking supermarket customer relationship management as the research direction, this paper expounds in detail the principle, realization process and results of the system, and makes a deep study on the customer maintenance strategy of supermarket from the point of view of customer relationship management, which provides the decision basis for supermarket decision makers to formulate the marketing strategy of maintaining customers, and has high theoretical value and practical significance.
【學位授予單位】：北京工商大學
【學位級別】：碩士
【學位授予年份】：2010
【分類號】：F274;F717.6
本文編號：2502375
[Abstract]:With the development of economy and social progress, supermarkets have become the main channel of people's daily consumption, how to maintain customers in the fierce competition has become the focus of competition among businesses. However, the research on intelligent decision-making in supermarket industry is still in the primary stage, and the data stored in the database can not be deeply analyzed and excavated. In this paper, on the basis of intelligent decision theory, the customer loss and customer value of supermarket are deeply studied, and a customer relationship management system based on Agent for supermarket is established. In this paper, the customer loss prediction model and customer value segmentation model are used to study how to formulate the retention strategy of customers who are about to lose customers. The main work of this paper is as follows: (1) in this paper, Multi-Agent and data mining technology are introduced into supermarket customer relationship research, and the communication mechanism of message pattern among Agent members is realized on JADE platform, and through the cooperation among Agent, The supermarket customer relationship management system based on Multi-Agent is established. (2) the improved C4.5 decision tree algorithm is used to predict the customer loss. Based on the traditional C4.5 algorithm, the algorithm introduces the weighting factor and adopts the calculation method of weight information entropy, which can not only adjust the position of the classification attribute from the root node, but also make the characteristics of the important categories more prominent. The rationality and effectiveness of the method in the prediction of supermarket customer turnover are verified by theoretical and data analysis. (3) Ant colony algorithm based on Agent is used to subdivide the customer value of the customers predicted to be lost, and the customer value level is evaluated by the subdivision results in order to assist supermarket managers to formulate marketing strategy. The combination of agent and ant colony algorithm makes the module more robust, the subdivision process and results are more intuitive and clear, and the autonomy and sociality of the model are also improved. (4) according to the function, the whole system is divided into three Agent members: customer loss prediction Agent, data intermediate processing Agent and customer value subdivision Agent. The communication between Agent and intelligent coordination management among modules are realized through JADE platform, which improves the automation degree of supermarket customer relationship management system. Taking supermarket customer relationship management as the research direction, this paper expounds in detail the principle, realization process and results of the system, and makes a deep study on the customer maintenance strategy of supermarket from the point of view of customer relationship management, which provides the decision basis for supermarket decision makers to formulate the marketing strategy of maintaining customers, and has high theoretical value and practical significance.
【學位授予單位】：北京工商大學
【學位級別】：碩士
【學位授予年份】：2010
【分類號】：F274;F717.6
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相關碩士學位論文 前10條
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