Service-mining Based On Customer Value Analysis

This paper introduces the service-mining based on customer value analysis. The service-mining stems from the project of "office automation system of automobile 4S shop " .4S shop is that a kind of automobile which takes " four in one " as the core specialties, including the completed car sale, accessories , after-sale service , information feedback.First, we give a brief description of the customer value and the definition, and function of services mining. And also we give a brief eye view of relevant technology and theory s' current development and trend in domestic and international. As enterprise's resources are limited, but it is impossible to offer unanimous services to customers by the facilitator, so it is necessary to carry on customer's value analysis, in order to serve and mine the target of service, combining with service-mining and customer value analysis, the enterprise can offer the different service to customer based on the value, so as to change the traditional passive service style.After analyzing the background of the automobile trade 4S shop and customer service current situation, this text puts forward the whole framework of service-mining based on customer value analysis. Starting from the relation between service-mining and customer value analysis, this text put forwards that Service-mining, which is based on the organic integration of the knowledge-base, rules-base, model-base and customer data warehouse, can promote the customer value through the technology, such as data mining, etc. So we can say that the data mining offers support for service-mining, but service-mining is not merely depend on data mining. With the prediction model, standard service guideline and knowledge base, the most suitable service and time the service to be implemented can be predicted. In this way, the service provider can launch different pro-active service to their customers.Starting from the creation process of customer value, we propose the service-mining model based on customer value analysis to promote customer value. And then 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.