Customer relationship management of a commercial organization based on methods of segmentation and clustering of customer database

Abstract

This paper describes the methods of decision support, used on the initial stages of the customer relationship management of commercial organizations. Considered segmentation and clustering – two classes of methods for separating customer base. Described ABC-analysis, XYZ-analysis, RFM-analysis and NPS-analysis. Kohonen neural network considered as a mechanism for clustering the customer database.