Customer management method and system based on intelligent marketing, and medium

Abstract

The invention provides a customer management method and system based on intelligent marketing and a medium, and belongs to the technical field of artificial intelligence and big data. The method comprises the steps of obtaining customer basic information, customer social information and customer behavior preference information, constructing a customer portrait, and extracting customer value information and customer loss risk information; client value evaluation data can be obtained according to the client value information; and obtaining customer loss probability data according to the customer loss risk information. And obtaining a market trend influence coefficient according to the market trend dynamic information. And processing according to the customer value evaluation data and the customer loss probability data in combination with the market trend influence coefficient, obtaining and correcting a customer priority index, obtaining a customer priority correction index, querying through a preset marketing database, and obtaining a customer management strategy scheme. According to the method and the system, a comprehensive customer portrait is constructed, clear guidance is provided for marketing and customer service of enterprises, and the method and the system have very high practicability.

Description

Technical Field

[0001] The present application relates to the field of artificial intelligence and big data technology, and more specifically, to a customer management method, system and medium based on intelligent marketing. Background Art

[0002] With the continued prosperity of the market economy and the deepening of digital transformation, the field of marketing-based customer management has ushered in unprecedented development opportunities. Traditional customer management often focuses on periodic reporting and manual analysis. This static and lagging model is difficult to capture market dynamics and immediate customer feedback, thus restricting the flexible adjustment and rapid response capabilities of marketing strategies. Faced with customer data from a wide range of sources and in various formats, traditional integration and processing processes are cumbersome and inefficient. Data silos are common, and data between different channels and systems are difficult to effectively connect, which not only increases the difficulty of data cleaning and standardization, but also limits the maximum utilization of data value. The lack of a unified and efficient data integration framework makes the construction of customer portraits and the formulation of marketing strategies lack comprehensiveness and accuracy.

[0003] In view of the above problems, effective technical solutions are currently awaited. Summary of the invention

[0004] The purpose of this application is to provide a customer management method, system and medium based on intelligent marketing, which can extract customer value information and customer churn risk information by obtaining basic customer information, customer social information and customer behavior preference information and constructing customer portraits. Customer value assessment data can be obtained based on customer value information; customer churn probability data can be obtained based on customer churn risk information. Then, based on market trend dynamic information, the market trend impact coefficient is obtained. The customer value assessment data and customer churn probability data are processed in combination with the market trend impact coefficient to obtain and correct the customer priority index, obtain the customer priority correction index and query it through a preset marketing database to obtain a customer management strategy plan. This application constructs a comprehensive customer portrait, provides clear guidance for the company's marketing and customer service, and is very practical.

[0005] This application provides a customer management method based on intelligent marketing, comprising the following steps: Obtain basic customer information, customer social information, and customer behavior preference information for a preset time period through the customer management system platform and build a customer profile, and extract customer value information and customer churn risk information based on the customer profile; According to the customer value information, query the preset value database to obtain customer value assessment data; Processing the customer churn risk information through a preset churn risk assessment model to obtain customer churn probability data; Obtain the dynamic information of the market trend in the preset time period and query through the preset market response monitoring database to obtain the market trend influence coefficient; Process the customer value evaluation data and the customer churn probability data in combination with the market trend influence coefficient to obtain the customer priority index; Obtain multiple historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index, obtain the customer priority calibration index and query through the preset marketing database to obtain the customer management strategy plan.

[0006] Among them, in a customer management method based on intelligent marketing described in this application, the construction of the customer portrait is specifically as follows: Obtain the basic customer information, customer social information, and customer behavior preference information within a preset time period through the customer management system platform; The basic customer information includes age information, gender information, income level information, education level information, and geographical location information; The customer social information includes information on product attention, online interaction content, sharing behavior, and social circle information; The customer behavior preference information includes platform operation behavior information, purchase behavior information, product preference information, and purchase channel preference information; Construct a customer portrait based on the basic customer information, customer social information, and customer behavior preference information.

[0007] Among them, in a customer management method based on intelligent marketing described in this application, the obtaining of the customer value evaluation data is specifically as follows: Extract the consumption frequency data, average consumption amount data, and latest consumption time data according to the customer value information; Query through the preset value database according to the consumption frequency data, average consumption amount data, and latest consumption time data to obtain the customer value evaluation data.

[0008] Among them, in a customer management method based on intelligent marketing described in this application, the obtaining of the customer churn probability data is specifically as follows: Extract the purchase frequency decline data, dissatisfaction feedback rate data, and total consumption amount decline rate data according to the customer churn risk information; Process the purchase frequency decline data, dissatisfaction feedback rate data, and total consumption amount decline rate data through the preset churn risk evaluation model to obtain the customer churn probability data.

[0009] Among them, in a customer management method based on intelligent marketing described in the present application, obtaining the market trend influence coefficient specifically includes: Obtain the market trend dynamic information of the preset time period; Extract consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data according to the market trend dynamic information; Query through a preset market response monitoring database according to the consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data to obtain the market trend influence coefficient.

[0010] Among them, in a customer management method based on intelligent marketing described in the present application, obtaining the customer priority index specifically includes: Process the customer value evaluation data and customer churn probability data in combination with the market trend influence coefficient through a preset customer stratification model to obtain the customer priority index.

[0011] Among them, in a customer management method based on intelligent marketing described in the present application, obtaining the customer management strategy plan specifically includes: Obtain multiple historical customer priority indexes corresponding to the preset time period and calculate and process them to obtain the customer priority average index; Correct the customer priority index according to the customer priority average index through a preset correction model to obtain the customer priority correction index; Query through a preset marketing database according to the customer priority correction index to obtain the customer management strategy plan.

[0012] In a second aspect, the present application provides a customer management system based on intelligent marketing. The system includes: a memory and a processor. The memory includes a program of a customer management method based on intelligent marketing. When the program of the customer management method based on intelligent marketing is executed by the processor, the following steps are implemented: Obtain the basic customer information, customer social information, and customer behavior preference information of the preset time period through the customer management system platform and construct a customer portrait. Extract customer value information and customer churn risk information according to the customer portrait; Query through a preset value database according to the customer value information to obtain customer value evaluation data; Process the customer churn risk information through a preset churn risk evaluation model to obtain customer churn probability data; Obtain the market trend dynamic information of the preset time period and query through a preset market response monitoring database to obtain the market trend influence coefficient; Process the customer value evaluation data and customer churn probability data in combination with the market trend impact coefficient to obtain a customer priority index; Obtain multiple historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index to obtain a customer priority calibration index, and query through a preset marketing database to obtain a customer management strategy plan.

[0013] Among them, in a customer management system based on intelligent marketing described in this application, the construction of the customer portrait is specifically as follows: Obtain the customer's basic information, customer social information, and customer behavior preference information within a preset time period through the customer management system platform; The customer's basic information includes age information, gender information, income level information, education level information, and geographical location information; The customer's social information includes information on products followed, network interaction content information, sharing behavior information, and social circle information; The customer's behavior preference information includes platform operation behavior information, purchase behavior information, product preference information, and purchase channel preference information; Construct a customer portrait based on the customer's basic information, customer social information, and customer behavior preference information.

[0014] In a third aspect, this application also provides a computer-readable storage medium, which includes a customer management program based on intelligent marketing. When the customer management program based on intelligent marketing is executed by a processor, the steps of a customer management method based on intelligent marketing as described in any one of the above are implemented.

[0015] As can be seen from the above, a customer management method, system, and medium based on intelligent marketing provided by the embodiments of the present application obtain basic customer information, customer social information, and customer behavior preference information within a preset time period through a customer management system platform, construct a customer portrait, and extract customer value information and customer churn risk information based on the customer portrait. Query through a preset value database according to the customer value information to obtain customer value evaluation data; process through a preset churn risk evaluation model according to the customer churn risk information to obtain customer churn probability data. Obtain dynamic information on market trends within a preset time period and query through a preset market response monitoring database to obtain a market trend influence coefficient. Process the customer value evaluation data and the customer churn probability data in combination with the market trend influence coefficient to obtain a customer priority index, obtain a plurality of historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index to obtain a customer priority calibration index, and query through a preset marketing database to obtain a customer management strategy plan. The present application constructs a comprehensive customer portrait, ensuring the accuracy and consistency of customer value evaluation. It not only considers the data of the customers themselves but also combines dynamic market trend information for adjustment, providing enterprises with scientific customer priority evaluation and management strategies, helping enterprises better understand and manage customers, enhance customer value, and reduce customer churn, providing clear guidance for the marketing and customer service of enterprises, and having strong practicality.

[0016] Other features and advantages of the present application will be described in the subsequent specification, and, in part, will be obvious from the specification, or can be understood by implementing the embodiments of the present application. The objectives and other advantages of the present application can be realized and obtained by the structures specifically pointed out in the written specification and the drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the following will briefly introduce the drawings required to be used in the embodiments of the present application. It should be understood that the following drawings only show some embodiments of the present application and should not be regarded as limiting the scope. For those of ordinary skill in the art, other related drawings can be obtained based on these drawings without creative efforts.

[0018] Figure 1 It is a flowchart of a customer management method based on intelligent marketing provided by the embodiments of the present application; Figure 2 It is a flowchart of constructing a customer portrait of a customer management method based on intelligent marketing provided by the embodiments of the present application; Figure 3 It is a flowchart of obtaining customer value evaluation data of a customer management method based on intelligent marketing provided by the embodiments of the present application; Figure 4 Flow chart for obtaining customer churn probability data of a customer management method based on intelligent marketing provided by an embodiment of the present application; Figure 5 Flow chart for obtaining market trend influence coefficient of a customer management method based on intelligent marketing provided by an embodiment of the present application. Detailed implementation manners

[0019] Next, the technical solutions in the embodiments of the present application will be clearly and completely described with reference to the accompanying drawings in the embodiments of the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all the embodiments. Components of the embodiments of the present application usually described and illustrated in the accompanying drawings here can be arranged and designed in various different configurations. Therefore, the following detailed description of the embodiments of the present application provided in the accompanying drawings is not intended to limit the scope of the present application claimed, but merely represents selected embodiments of the present application. All other embodiments obtained by those skilled in the art based on the embodiments of the present application without creative efforts belong to the scope of protection of the present application.

[0020] It should be noted that similar reference numerals and letters denote similar items in the following drawings. Therefore, once an item is defined in one drawing, it does not need to be further defined and explained in subsequent drawings. At the same time, in the description of the present application, terms such as "first", "second", etc. are only used for differential description and cannot be understood as indicating or implying relative importance. It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the present application are all information and data authorized by the user or fully authorized by all parties, and the collection, use, and processing of relevant data need to comply with relevant laws, regulations, and standards of relevant countries and regions.

[0021] Please refer to Figure 1 , Figure 1 is a flow chart of a customer management method based on intelligent marketing in some embodiments of the present application. This customer management method based on intelligent marketing is used in terminal devices, such as computers, mobile phone terminals, etc. This customer management method based on intelligent marketing includes the following steps: S101. Obtain customer basic information, customer social information, and customer behavior preference information within a preset time period through a customer management system platform, construct a customer portrait, and extract customer value information and customer churn risk information according to the customer portrait; S102. Query through a preset value database according to the customer value information to obtain customer value evaluation data; S103. Process the customer churn risk information through a preset churn risk evaluation model to obtain customer churn probability data; S104. Obtain the dynamic information of the market trend during the preset time period and query through a preset market response monitoring database to obtain the market trend influence coefficient; S105. Process the customer value evaluation data and the customer churn probability data in combination with the market trend influence coefficient to obtain the customer priority index; S106. Obtain multiple historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index to obtain the customer priority calibration index, and query through a preset marketing database to obtain the customer management strategy plan.

[0022] Among them, in this application, the customer management system platform is used to obtain the basic customer information, customer social information, and customer behavior preference information during the preset time period and construct a customer portrait. According to the customer portrait, the customer value information and customer churn risk information are extracted. According to the customer value information, query through a preset value database to obtain the customer value evaluation data; according to the customer churn risk information, process through a preset churn risk evaluation model to obtain the customer churn probability data. Obtain the dynamic information of the market trend during the preset time period and query through a preset market response monitoring database to obtain the market trend influence coefficient. Process the customer value evaluation data and the customer churn probability data in combination with the market trend influence coefficient to obtain the customer priority index. Obtain multiple historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index to obtain the customer priority calibration index, and query through a preset marketing database to obtain the customer management strategy plan. This application constructs a comprehensive customer portrait, ensuring the accuracy and consistency of customer value evaluation. It not only considers the customer's own data but also combines the dynamic information of the market trend for adjustment, providing a scientific customer priority evaluation and management strategy for the enterprise. It helps the enterprise better understand and manage customers, enhance customer value, and reduce customer churn, providing clear guidance for the enterprise's marketing and customer service, and has strong practicability. The technical method of this application can not only achieve the refined construction of the customer portrait, accurately depict the customer's needs and preferences, but also can anticipate the market trend and customer demand changes in advance through predictive analysis, providing a scientific basis for formulating forward-looking marketing strategies. In addition, through real-time data analysis and intelligent decision support, the enterprise can respond more quickly to market changes, optimize the customer experience, and thus gain the upper hand in the fierce market competition.

[0023] Please refer to Figure 2 , Figure 2It is a flowchart for constructing a customer portrait of a customer management method based on intelligent marketing in some embodiments of the present application. According to the embodiments of the present invention, the construction of the customer portrait is specifically as follows: S201. Obtain the customer's basic information, social information, and behavioral preference information within a preset time period through the customer management system platform; S202. The customer's basic information includes age information, gender information, income level information, education level information, and geographical location information; S203. The customer's social information includes product information of interest, network interaction content information, sharing behavior information, and social circle information; S204. The customer's behavioral preference information includes platform operation behavior information, purchase behavior information, product preference information, and purchase channel preference information; S205. Construct a customer portrait based on the customer's basic information, social information, and behavioral preference information.

[0024] Among them, in order to construct a customer portrait that more accurately reflects the customer's status, obtain the customer's basic information, social information, and behavioral preference information within a preset time period through the customer management system platform. The customer's basic information includes age information, gender information, income level information, education level information, and geographical location information; the customer's social information includes product information of interest, network interaction content information, sharing behavior information, and social circle information; the customer's behavioral preference information includes platform operation behavior information, purchase behavior information, product preference information, and purchase channel preference information. Finally, construct a customer portrait based on the customer's basic information, social information, and behavioral preference information, and the enterprise can construct a comprehensive and accurate customer portrait, providing strong support for precision marketing, customer relationship management, product optimization, etc.

[0025] Please refer to Figure 3 , Figure 3 It is a flowchart for obtaining customer value evaluation data of a customer management method based on intelligent marketing in some embodiments of the present application. According to the embodiments of the present invention, the obtaining of the customer value evaluation data is specifically as follows: S301. Extract the consumption frequency data, average consumption amount data, and latest consumption time data according to the customer value information; S302. Query through a preset value database according to the consumption frequency data, average consumption amount data, and latest consumption time data to obtain customer value evaluation data.

[0026] Among them, in order to evaluate the value currently possessed by a customer, consumption frequency data, average consumption amount data, and latest consumption time data are extracted according to the customer value information. The consumption frequency data refers to the number of times a customer conducts transactions or purchase behaviors with an enterprise within a certain period; the average consumption amount data reflects the average spending level of a customer for each transaction; the latest consumption time data refers to the time point when a customer conducts the most recent transaction or purchase behavior with the enterprise. Then, through querying a preset value database, customer value evaluation data is obtained. This database contains a series of value indicators based on historical data and industry standards, as well as value ranges, scoring systems, and classification labels corresponding to different consumption characteristics, which are used to evaluate the purchasing power under different consumption situations. The database depends on a third-party platform.

[0027] Please refer to Figure 4 , Figure 4 FIG. Figure 4 is a flowchart of obtaining customer churn probability data of a customer management method based on intelligent marketing in some embodiments of the present application. According to an embodiment of the present invention, the obtaining of the customer churn probability data is specifically as follows: S401. Extract purchase frequency decline degree data, dissatisfaction feedback rate data, and total consumption amount decline rate data according to the customer churn risk information; S402. Process the purchase frequency decline degree data, dissatisfaction feedback rate data, and total consumption amount decline rate data through a preset churn risk evaluation model to obtain customer churn probability data.

[0028] Among them, in order to evaluate whether a customer has the possibility of churn and the degree thereof, purchase frequency decline degree data, dissatisfaction feedback rate data, and total consumption amount decline rate data are extracted according to the customer churn risk information. The purchase frequency decline degree data measures the degree of reduction in the number of purchases by a customer within a certain period compared to the previous period; the dissatisfaction feedback rate data reflects the proportion of negative evaluations of a customer on a product or service; the total consumption amount decline rate data measures the rate of reduction in the consumption amount of a customer within a certain period compared to the previous period. Then, through processing by a preset churn risk evaluation model, customer churn probability data is obtained; The calculation formula of the preset churn risk evaluation model is:

[0029] Among them, is the customer churn probability data, are respectively the purchase frequency decline degree data, dissatisfaction feedback rate data, and total consumption amount decline rate data, is a preset feature coefficient (the feature coefficient is obtained by querying a preset customer behavior monitoring database).

[0030] Please refer to Figure 5 ,Figure 5 It is a flowchart for obtaining the market trend impact coefficient of a customer management method based on intelligent marketing in some embodiments of the present application. According to the embodiments of the present invention, the obtaining of the market trend impact coefficient is specifically as follows: S501. Obtain the dynamic information of the market trend in the preset time period; S502. Extract the consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data according to the dynamic information of the market trend; S503. Query through the preset market response monitoring database according to the consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data to obtain the market trend impact coefficient.

[0031] Among them, in order to evaluate the impact brought by the market trend fluctuation, the dynamic information of the market trend in the preset time period is obtained, and the consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data are extracted. The consumption behavior fluctuation data reflects the changes in consumers' purchase behaviors, such as purchase frequency, purchase preference, purchase amount, etc.; the economic indicator change data includes the changes in various macroeconomic indicators, such as GDP growth rate, inflation rate, unemployment rate, etc., as well as industry-specific economic indicators; the trading volume mutation data reflects the significant changes in the trading volume of products or services in the market within a short period of time. Finally, query through the preset market response monitoring database to obtain the market trend impact coefficient, which can help enterprises and investors better understand the market dynamics and formulate more reasonable market strategies. This database contains historical market data and their corresponding market trend impact coefficients. These coefficients reflect the influence degree of various factors on the market trend under different market conditions, and the database depends on a third-party platform.

[0032] According to the embodiments of the present invention, the obtaining of the customer priority index is specifically as follows: Process the customer value evaluation data, customer churn probability data, and the market trend impact coefficient through a preset customer stratification model to obtain the customer priority index.

[0033] Among them, in order to evaluate and reflect the importance of customers, process the customer value evaluation data, customer churn probability data, and the market trend impact coefficient through a preset customer stratification model to obtain the customer priority index, which helps enterprises more accurately identify and manage customers at different value levels, thereby formulating more effective marketing strategies and service plans; The calculation formula of the preset customer stratification model is:

[0034] Among them, is the customer priority index, They are customer value evaluation data, customer churn probability data, and market trend impact coefficients, which are preset feature coefficients (the feature coefficients are obtained by querying a preset customer behavior monitoring database).

[0035] According to an embodiment of the present invention, the obtaining of the customer management strategy solution is specifically as follows: Obtain multiple historical customer priority indices corresponding to the preset time period and perform calculation processing to obtain an average customer priority index; Perform calibration processing on the customer priority index according to the average customer priority index through a preset calibration model to obtain a calibrated customer priority index; Query through a preset marketing database according to the calibrated customer priority index to obtain a customer management strategy solution.

[0036] Among them, in order to more accurately reflect customer importance and provide personalized services to customers, obtain multiple historical customer priority indices corresponding to a preset time period and perform calculation processing to obtain an average customer priority index, perform calibration processing on the customer priority index through a preset calibration model to obtain a calibrated customer priority index, and then query through a preset marketing database to obtain a customer management strategy solution. This database is a database containing various marketing strategies and management solutions. These strategies and solutions are formulated based on historical data, industry experience, and market trends, aiming to help enterprises better manage and serve customers. The solutions include customer service plans, marketing strategy adjustments, customer care activities, etc., aiming to improve customer satisfaction and loyalty and reduce the customer churn rate.

[0037] According to an embodiment of the present invention, it further includes: Extract high-priority customer group information, medium-priority customer group information, and low-priority customer group information according to the customer management strategy solution; Generate personalized recommendation strategies, exclusive preferential strategies, and VIP service strategies according to the high-priority customer group information; Generate precise marketing strategies, repurchase incentive strategies, and satisfaction improvement strategies according to the medium-priority customer group information; Generate churn recovery strategies, low-cost reach strategies, and potential value mining strategies according to the low-priority customer group information; Send the customer management strategy solution to the terminal and monitor the execution effect data.

[0038] Among them, in order to design differentiated strategies for different priority customer groups, high-priority customer group information, medium-priority customer group information, and low-priority customer group information are extracted according to the customer management strategy plan. According to the high-priority customer group information, personalized recommendation strategies, exclusive preferential strategies, and VIP service strategies are generated; according to the medium-priority customer group information, precise marketing strategies, repurchase incentive strategies, and satisfaction improvement strategies are generated; according to the low-priority customer group information, churn recovery strategies, low-cost reach strategies, and potential value mining strategies are generated. Finally, the customer management strategy plan is sent to the terminal and the execution effect data is monitored.

[0039] According to an embodiment of the present invention, it further includes: Obtain execution effect data, including click-through rate data, conversion rate data, customer satisfaction data, and repurchase rate data; Query through a preset effect evaluation database according to the click-through rate data, conversion rate data, customer satisfaction data, and repurchase rate data to obtain a strategy execution effect score; Compare the strategy execution effect score with a preset effect threshold; If the strategy execution effect score is less than the effect threshold, send information that needs to be optimized; If the strategy execution effect score is greater than or equal to the effect threshold, send a passing message.

[0040] Among them, in order to judge the execution effect of the customer management strategy plan, obtain execution effect data, including click-through rate data, conversion rate data, customer satisfaction data, and repurchase rate data, query through a preset effect evaluation database to obtain a strategy execution effect score, and then compare it with a preset effect threshold. If the strategy execution effect score is less than the effect threshold, send information that needs to be optimized, prompting the relevant team or person in charge that the strategy execution effect does not meet the standard and further optimizing the strategy or adjusting the execution method; if the strategy execution effect score is greater than or equal to the effect threshold, send a passing message to confirm that the strategy execution effect is good, and it can also be considered to maintain or expand the implementation scope of the strategy.

[0041] The present invention also discloses a customer management system based on intelligent marketing, including a memory and a processor. The memory includes a customer management method program based on intelligent marketing. When the customer management method program based on intelligent marketing is executed by the processor, the following steps are implemented: Obtain the basic customer information, customer social information, and customer behavior preference information of a preset time period through the customer management system platform and construct a customer portrait, and extract customer value information and customer churn risk information according to the customer portrait; Query through a preset value database according to the customer value information to obtain customer value evaluation data; Process the customer churn risk information through a preset churn risk evaluation model to obtain customer churn probability data; Obtain the dynamic information of the market trend during the preset time period and query through a preset market response monitoring database to obtain the market trend impact coefficient; Process the customer value evaluation data and the customer churn probability data in combination with the market trend impact coefficient to obtain the customer priority index; Obtain multiple historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index to obtain the customer priority calibration index, and query through a preset marketing database to obtain the customer management strategy plan.

[0042] Among them, in this application, the customer management system platform is used to obtain the basic customer information, customer social information, and customer behavior preference information during a preset time period and construct a customer portrait. According to the customer portrait, the customer value information and customer churn risk information are extracted. According to the customer value information, query through a preset value database to obtain customer value evaluation data; according to the customer churn risk information, process through a preset churn risk evaluation model to obtain customer churn probability data. Obtain the dynamic information of the market trend during the preset time period and query through a preset market response monitoring database to obtain the market trend impact coefficient. Process the customer value evaluation data and the customer churn probability data in combination with the market trend impact coefficient to obtain the customer priority index, obtain multiple historical customer priority indexes corresponding to the preset time period, perform calibration processing on the customer priority index to obtain the customer priority calibration index, and query through a preset marketing database to obtain the customer management strategy plan. This application constructs a comprehensive customer portrait, ensuring the accuracy and consistency of customer value evaluation. It not only considers the data of the customers themselves but also combines the dynamic information of the market trend for adjustment, providing a scientific customer priority evaluation and management strategy for the enterprise, helping the enterprise better understand and manage customers, enhance customer value and reduce customer churn, providing clear guidance for the enterprise's marketing and customer service, and having strong practicality. The technical method of this application can not only achieve the refined construction of the customer portrait, accurately depict the customer needs and preferences, but also can anticipate the market trend and customer demand changes in advance through predictive analysis, providing a scientific basis for formulating forward-looking marketing strategies. In addition, through real-time data analysis and intelligent decision support, the enterprise can respond more quickly to market changes, optimize the customer experience, and thus gain the upper hand in the fierce market competition.

[0043] According to an embodiment of the present invention, the construction of the customer portrait is specifically: Obtain the basic customer information, customer social information, and customer behavior preference information within a preset time period through the customer management system platform; The basic customer information includes age information, gender information, income level information, education level information, and geographical location information; The customer social information includes product information being followed, online interaction content information, sharing behavior information, and social circle information; The customer behavior preference information includes platform operation behavior information, purchase behavior information, product preference information, and purchase channel preference information; Construct a customer portrait based on the basic customer information, customer social information, and customer behavior preference information.

[0044] Among them, in order to construct a customer portrait that more accurately reflects the customer status, obtain the basic customer information, customer social information, and customer behavior preference information within a preset time period through the customer management system platform. The basic customer information includes age information, gender information, income level information, education level information, and geographical location information; the customer social information includes product information being followed, online interaction content information, sharing behavior information, and social circle information; the customer behavior preference information includes platform operation behavior information, purchase behavior information, product preference information, and purchase channel preference information. Finally, construct a customer portrait based on the basic customer information, customer social information, and customer behavior preference information. An enterprise can construct a comprehensive and accurate customer portrait, providing strong support for precision marketing, customer relationship management, product optimization, etc.

[0045] According to the embodiment of the present invention, the obtaining of the customer value evaluation data is specifically as follows: Extract consumption frequency data, average consumption amount data, and latest consumption time data according to the customer value information; Query through a preset value database according to the consumption frequency data, average consumption amount data, and latest consumption time data to obtain customer value evaluation data.

[0046] Among them, in order to evaluate the current value of a customer, extract consumption frequency data, average consumption amount data, and latest consumption time data according to the customer value information. The consumption frequency data refers to the number of times a customer conducts transactions or purchase behaviors with an enterprise within a certain time period; the average consumption amount data reflects the average spending level of each transaction of the customer; the latest consumption time data refers to the time point when the customer last conducts a transaction or purchase behavior with the enterprise. Then query through a preset value database to obtain customer value evaluation data. This database contains a series of value indicators based on historical data and industry standards, as well as value ranges, scoring systems, and classification labels corresponding to different consumption characteristics, used to evaluate the purchasing power under different consumption situations. The database depends on a third-party platform.

[0047] According to the embodiment of the present invention, the obtaining of the customer churn probability data is specifically as follows: Extract the data of the decline degree of purchase frequency, the dissatisfaction feedback rate, and the decline rate of the total consumption amount according to the customer churn risk information; Process the data of the decline degree of purchase frequency, the dissatisfaction feedback rate, and the decline rate of the total consumption amount through a preset churn risk evaluation model to obtain the customer churn probability data.

[0048] Among them, in order to evaluate whether there is a possibility of customer churn and the degree, the data of the decline degree of purchase frequency, the dissatisfaction feedback rate, and the decline rate of the total consumption amount are extracted according to the customer churn risk information. The data of the decline degree of purchase frequency measures the degree of reduction in the number of purchases by customers within a certain period compared to the previous period; the dissatisfaction feedback rate data reflects the proportion of negative evaluations of products or services by customers; the decline rate data of the total consumption amount measures the reduction speed of the consumption amount by customers within a certain period compared to the previous period. Then, it is processed through a preset churn risk evaluation model to obtain the customer churn probability data; The calculation formula of the preset churn risk evaluation model is:

[0049] Among them, is the customer churn probability data, are respectively the data of the decline degree of purchase frequency, the dissatisfaction feedback rate, and the decline rate of the total consumption amount, is the preset feature coefficient (the feature coefficient is obtained by querying a preset customer behavior monitoring database).

[0050] According to the embodiment of the present invention, obtaining the market trend influence coefficient is specifically: Obtain the dynamic information of the market trend in the preset time period; Extract the consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data according to the dynamic information of the market trend; Query through a preset market response monitoring database according to the consumption behavior fluctuation data, economic indicator change data, and trading volume mutation data to obtain the market trend influence coefficient.

[0051] Among them, in order to evaluate the impact brought by market trend fluctuations, dynamic information on market trends for a preset time period is obtained, and data on consumption behavior fluctuations, changes in economic indicators, and sudden changes in trading volume are extracted. The data on consumption behavior fluctuations reflects changes in consumers' purchasing behavior, such as purchase frequency, purchase preference, purchase amount, etc.; the data on changes in economic indicators includes changes in various macroeconomic indicators, such as GDP growth rate, inflation rate, unemployment rate, etc., as well as industry-specific economic indicators; the data on sudden changes in trading volume reflects significant changes in the trading volume of products or services in the market within a short period of time. Finally, by querying a preset market response monitoring database, a market trend impact coefficient is obtained, which can help enterprises and investors better understand market dynamics and formulate more reasonable market strategies. This database contains historical market data and their corresponding market trend impact coefficients. These coefficients reflect the degree of influence of various factors on market trends under different market conditions, and the database depends on a third-party platform.

[0052] According to an embodiment of the present invention, the obtaining of the customer priority index is specifically as follows: Based on the customer value evaluation data and the customer churn probability data, combined with the market trend impact coefficient, it is processed through a preset customer stratification model to obtain the customer priority index.

[0053] Among them, in order to evaluate and reflect the importance of customers, based on the customer value evaluation data and the customer churn probability data, combined with the market trend impact coefficient, it is processed through a preset customer stratification model to obtain the customer priority index, which helps enterprises more accurately identify and manage customers at different value levels, so as to formulate more effective marketing strategies and service plans; The calculation formula of the preset customer stratification model is:

[0054] Among them, is the customer priority index, are respectively the customer value evaluation data, the customer churn probability data, and the market trend impact coefficient, is a preset feature coefficient (the feature coefficient is obtained by querying a preset customer behavior monitoring database).

[0055] According to an embodiment of the present invention, the obtaining of the customer management strategy plan is specifically as follows: Obtain multiple historical customer priority indexes corresponding to the preset time period and calculate and process them to obtain the average customer priority index; Based on the average customer priority index, correct the customer priority index through a preset correction model to obtain the corrected customer priority index; Query through a preset marketing database according to the customer priority correction index to obtain a customer management strategy plan.

[0056] Among them, in order to more accurately reflect the importance of customers and provide personalized services to customers, obtain multiple historical customer priority indexes corresponding to a preset time period, calculate and process them to obtain an average customer priority index, correct the customer priority index through a preset correction model to obtain a customer priority correction index, and then query through a preset marketing database to obtain a customer management strategy plan. This database is a database containing various marketing strategies and management plans. These strategies and plans are formulated based on historical data, industry experience, and market trends, aiming to help enterprises better manage and serve customers. The plans include customer service plans, marketing strategy adjustments, customer care activities, etc., aiming to improve customer satisfaction and loyalty and reduce customer churn rate.

[0057] According to an embodiment of the present invention, it further includes: Extract high-priority customer group information, medium-priority customer group information, and low-priority customer group information according to the customer management strategy plan; Generate personalized recommendation strategies, exclusive discount strategies, and VIP service strategies according to the high-priority customer group information; Generate precise marketing strategies, repurchase incentive strategies, and satisfaction improvement strategies according to the medium-priority customer group information; Generate churn recovery strategies, low-cost reach strategies, and potential value mining strategies according to the low-priority customer group information; Send the customer management strategy plan to the terminal and monitor the execution effect data.

[0058] Among them, in order to design differentiated strategies for different priority customer groups, extract high-priority customer group information, medium-priority customer group information, and low-priority customer group information according to the customer management strategy plan. Generate personalized recommendation strategies, exclusive discount strategies, and VIP service strategies according to the high-priority customer group information; generate precise marketing strategies, repurchase incentive strategies, and satisfaction improvement strategies according to the medium-priority customer group information; generate churn recovery strategies, low-cost reach strategies, and potential value mining strategies according to the low-priority customer group information. Finally, send the customer management strategy plan to the terminal and monitor the execution effect data.

[0059] According to an embodiment of the present invention, it further includes: Obtain execution effect data, including click-through rate data, conversion rate data, customer satisfaction data, and repurchase rate data; Query through a preset effect evaluation database based on the click-through rate data, conversion rate data, customer satisfaction data, and repurchase rate data to obtain a strategy execution effect score; Compare the strategy execution effect score with a preset effect threshold; If the strategy execution effect score is less than the effect threshold, send a message indicating that optimization is required; If the strategy execution effect score is greater than or equal to the effect threshold, send a message indicating compliance.

[0060] Among them, in order to judge the execution effect of the customer management strategy plan, obtain execution effect data, including click-through rate data, conversion rate data, customer satisfaction data, and repurchase rate data, query through a preset effect evaluation database to obtain a strategy execution effect score, and then compare it with a preset effect threshold. If the strategy execution effect score is less than the effect threshold, send a message indicating that optimization is required, prompting the relevant team or person in charge that the strategy execution effect does not meet the standard and further optimizing the strategy or adjusting the execution method; if the strategy execution effect score is greater than or equal to the effect threshold, send a message indicating compliance, confirming that the strategy execution effect is good, and considering maintaining or expanding the scope of implementation of the strategy.

[0061] The third aspect of the present invention provides a computer-readable storage medium, which includes a customer management program based on intelligent marketing. When the customer management program based on intelligent marketing is executed by a processor, the steps of a customer management method based on intelligent marketing as described in any one of the above are implemented.

[0062] A customer management method, system, and medium based on intelligent marketing disclosed in the present invention obtain basic customer information, customer social information, and customer behavior preference information within a preset time period through a customer management system platform, and construct a customer portrait. Customer value information and customer churn risk information are extracted from the customer portrait. Query is performed through a preset value database according to the customer value information to obtain customer value evaluation data; processing is performed through a preset churn risk evaluation model according to the customer churn risk information to obtain customer churn probability data. Market trend dynamic information within a preset time period is obtained and query is performed through a preset market response monitoring database to obtain a market trend influence coefficient. Processing is performed by combining the customer value evaluation data, the customer churn probability data, and the market trend influence coefficient to obtain a customer priority index. Multiple historical customer priority indexes corresponding to the preset time period are obtained, calibration processing is performed on the customer priority index to obtain a customer priority calibration index, and query is performed through a preset marketing database to obtain a customer management strategy plan. The present application constructs a comprehensive customer portrait, ensuring the accuracy and consistency of customer value evaluation. It not only considers the data of the customers themselves but also combines market trend dynamic information for adjustment, providing enterprises with scientific customer priority evaluation and management strategies, helping enterprises better understand and manage customers, enhancing customer value, and reducing customer churn, providing clear guidance for the marketing and customer service of enterprises, and having strong practicality. The technical method of the present application can not only achieve the refined construction of the customer portrait, accurately depict customer needs and preferences, but also anticipate market trends and changes in customer needs in advance through predictive analysis, providing a scientific basis for formulating forward-looking marketing strategies. In addition, through real-time data analysis and intelligent decision support, enterprises can respond more quickly to market changes, optimize the customer experience, and thus gain the upper hand in the fierce market competition.

[0063] In several embodiments provided by the present application, it should be understood that the disclosed devices and methods can be implemented in other ways. The device embodiments described above are merely illustrative. For example, the division of the units is only a logical function division, and there may be other division methods in actual implementation. For example, multiple units or components can be combined, or can be integrated into another system, or some features can be ignored, or not executed. In addition, the coupling, direct coupling, or communication connection between the components shown or discussed with each other can be through some interfaces, and the indirect coupling or communication connection of the devices or units can be electrical, mechanical, or other forms.

[0064] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units; they can be located in one place or distributed to multiple network units; some or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0065] In addition, each functional unit in the embodiments of the present invention may all be integrated into one processing unit, or each unit may be separately taken as one unit alone, or two or more units may be integrated into one unit; the above-mentioned integrated unit may be implemented in the form of hardware, or in the form of a combination of hardware and software functional units.

[0066] Those of ordinary skill in the art can understand that all or part of the steps of implementing the above method embodiments can be completed by hardware related to program instructions. The foregoing program can be stored in a readable storage medium. When the program is executed, it performs the steps including the above method embodiments; and the foregoing storage medium includes: various media such as removable storage devices, read-only memories, random access memories, magnetic disks, or optical discs that can store program codes.

[0067] Alternatively, if the above-mentioned integrated unit of the present invention is implemented in the form of a software functional module and sold or used as an independent product, it may also be stored in a readable storage medium. Based on such an understanding, the technical solution of the embodiments of the present invention, in essence or the part that contributes to the prior art, can be embodied in the form of a software product. The software product is stored in a storage medium and includes several instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute all or part of the methods described in the various embodiments of the present invention. And the foregoing storage medium includes: various media such as removable storage devices, ROM, RAM, magnetic disks, or optical discs that can store program codes.

Claims

1. A customer management method based on intelligent marketing, characterized in that: The following steps are involved: Obtain basic customer information, customer social information, and customer behavior preference information for a preset time period through the customer management system platform and build a customer profile, and extract customer value information and customer churn risk information based on the customer profile; According to the customer value information, query the preset value database to obtain customer value assessment data; Processing the customer churn risk information through a preset churn risk assessment model to obtain customer churn probability data; Obtaining the market trend dynamic information of the preset time period and querying it through a preset market response monitoring database to obtain a market trend impact coefficient; Obtaining a customer priority index by processing the customer value assessment data and the customer churn probability data in combination with the market trend impact coefficient; A plurality of historical customer priority indexes corresponding to the preset time period are obtained, the customer priority indexes are corrected, a customer priority correction index is obtained, and a customer management strategy is obtained by querying a preset marketing database.

2. According to claim 1, a customer management method based on intelligent marketing is characterized in that: The construction of customer portraits is specifically as follows: Obtain basic customer information, customer social information, and customer behavior preference information within a preset time period through the customer management system platform; The basic customer information includes age information, gender information, income level information, education level information and geographic location information; The customer social information includes information about products they are interested in, information about online interactive content, information about sharing behaviors, and information about social circles; The customer behavior preference information includes platform operation behavior information, purchase behavior information, product preference information and purchase channel preference information; A customer profile is constructed based on the customer basic information, customer social information and customer behavior preference information.

3. A customer management method based on intelligent marketing according to claim 2, characterized in that: The obtaining of customer value assessment data specifically includes: Extract consumption frequency data, average consumption amount data and latest consumption time data according to the customer value information; The customer value assessment data is obtained by querying the preset value database based on the consumption frequency data, the average consumption amount data and the latest consumption time data.

4. The customer management method based on intelligent marketing according to claim 3, characterized in that: The obtaining of customer churn probability data is specifically as follows: Extracting purchase frequency decline data, dissatisfaction feedback rate data and total consumption amount decline rate data according to the customer churn risk information; The purchase frequency decrease data, dissatisfaction feedback rate data and total consumption amount decrease rate data are processed through a preset churn risk assessment model to obtain customer churn probability data.

5. The customer management method based on intelligent marketing according to claim 4, characterized in that: The market trend influence coefficient is obtained as follows: Obtaining market trend dynamic information for the preset time period; Extracting consumption behavior fluctuation data, economic indicator change data and transaction volume mutation data based on the market trend dynamic information; The market trend impact coefficient is obtained by querying the preset market response monitoring database based on the consumption behavior fluctuation data, economic indicator change data and transaction volume mutation data.

6. A customer management method based on intelligent marketing according to claim 5, characterized in that: The obtaining of the customer priority index is specifically as follows: The customer value assessment data and the customer churn probability data are combined with the market trend impact coefficient and processed through a preset customer stratification model to obtain a customer priority index.

7. The customer management method based on intelligent marketing according to claim 6, characterized in that: The customer management strategy scheme is specifically: Acquire multiple historical customer priority indexes corresponding to the preset time period and calculate and process them to obtain an average customer priority index; Correcting the customer priority index by using a preset correction model according to the customer priority average index to obtain a customer priority correction index; A customer management strategy is obtained by querying a preset marketing database according to the customer priority correction index.

8. A customer management system based on intelligent marketing, characterized in that: The invention comprises a memory and a processor, wherein the memory comprises a customer management method program based on intelligent marketing, and when the customer management method program based on intelligent marketing is executed by the processor, the following steps are implemented: Obtain basic customer information, customer social information, and customer behavior preference information for a preset time period through the customer management system platform and build a customer profile, and extract customer value information and customer churn risk information based on the customer profile; According to the customer value information, query the preset value database to obtain customer value assessment data; Processing the customer churn risk information through a preset churn risk assessment model to obtain customer churn probability data; Obtaining the market trend dynamic information of the preset time period and querying it through a preset market response monitoring database to obtain a market trend impact coefficient; Obtaining a customer priority index by processing the customer value assessment data and the customer churn probability data in combination with the market trend impact coefficient; A plurality of historical customer priority indexes corresponding to the preset time period are obtained, the customer priority indexes are corrected, a customer priority correction index is obtained, and a customer management strategy is obtained by querying a preset marketing database.

9. A customer management system based on intelligent marketing according to claim 8, characterized in that: The construction of customer portraits is specifically as follows: Obtain basic customer information, customer social information, and customer behavior preference information within a preset time period through the customer management system platform; The basic customer information includes age information, gender information, income level information, education level information and geographic location information; The customer social information includes information about products they are interested in, information about online interactive content, information about sharing behaviors, and information about social circles; The customer behavior preference information includes platform operation behavior information, purchase behavior information, product preference information and purchase channel preference information; A customer profile is constructed based on the customer basic information, customer social information and customer behavior preference information.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium includes a customer management program based on intelligent marketing. When the customer management program based on intelligent marketing is executed by a processor, the steps of a customer management method based on intelligent marketing as described in any one of claims 1 to 7 are implemented.

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