Digital Library of the European Council for Modelling and Simulation

Title:	Analysis Of Customer Demand To Capture Customer Demand Knowledge
Authors:	Si Yajing, Qi Jiayin, Shu Huaying, Xu Jing
Published in:	(2006).ECMS 2006 Proceedings edited by: W. Borutzky, A. Orsoni, R. Zobel. European Council for Modeling and Simulation. doi:10.7148/2006 ISBN: 0-9553018-0-7 20^th European Conference on Modelling and Simulation, Bonn, May 28-31, 2006
Citation format:	Yajing, S., Jiayin, Q., Huaying, S., & Jing, X. (2006). Analysis Of Customer Demand To Capture Customer Demand Knowledge. ECMS 2006 Proceedings edited by: W. Borutzky, A. Orsoni, R. Zobel (pp. 367-371). European Council for Modeling and Simulation. doi:10.7148/2006-0367
DOI:	http://dx.doi.org/10.7148/2006-0367
Abstract:	Customer demand discrimination is a well-established methodology for the analysis of customer relationship management systems. Based on the background of mobile industry, this paper makes a mobile customer demand analysis model and proposes ways to simulate customer value hierarchy and capture customer demand knowledge. Firstly, a contour model of customer value layers is gotten by investigation and specific interview; secondly, the significant attributes of customer value layers are screened out; finally, a customer demand discrimination model is built while making the customer demand objective layer as the output of the model and making customer demand attribute layer as the input of the model. Well-formed model could judge the classification of customer demand objectives dynamically from their demand attributes. This model is used in analysis of mobile customer samples. A contour model of mobile customer value layer is made, and 13 key variables of attribute layer are screened out. The results of customer demand discrimination reflect its outcome with the correct percentile over 80%. Compared with customer clustering analysis, it’s precise and high in intelligence level. Besides that, the conclusion is easy to understand.
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