Analysis And Monitoring Of Customer Value Of Small And Medium-sized Daily Hardware Enterprises

With the rapid development of information technology, the business competition has become more and more fierce. Clients come to be a vital capital of any enterprise; the kernel of customer relationship management lies in customer value which all enterprises pursue so as to realize their profits. For small and medium enterprises, customer resources are comparatively limited. Therefore the analysis of customer value plays an important role and it is the goal of a corporation to try to retain every substantial client. With a setting of small and medium enterprises specializing in household hardware industry, the current study investigates the following problems: Modeling for the customer value for small and medium household hardware enterprises-after the introduction of the definition and classification of customer value, its characteristics are analyzed and its computational modeling are deduced, based on the features of the production and marketing of household hardware industry and in line with the general enterprise-customer. Establishment of delaminated and multidimensional monitoring model of customer value-basing on RFM and by means of fuzzy clustering method, a detailed customer categorizing was carried out; a multidimensional monitoring model of customer value on the basis of time purview was constituted by the result of the categorizing plus the values of R (Recency), F (Frequency) and M(Monetary). Forecast analysis of customer value loss-Adopting the method of decision-tree inducing ID3, the lost customers' characteristics and construes reasons for customer loss were extracted. The current customer loss by means of the monitoring model was anticipated, and further provides scientific basis for corporate decision-making.On the basis of customer data for small and medium household hardware enterprises, a customer value analytic system was finally presented by using Java technology, Matlab tool, data mining technology, ASP model, adopting J2EE three-tier platform web technology, that may benefit the concerned enterprises in their analysis of customer value.