目录第一部分金融行业应用.......................................................................................51.前言.........................................................................................................................51.1客户细分―使客户收益最大化的同时最大程度降低风险...................51.2客户流失―挽留有价值的客户...............................................................61.3交叉销售...................................................................................................61.4欺诈监测...................................................................................................61.5开发新客户...............................................................................................71.6降低索赔...................................................................................................71.7信用风险分析...........................................................................................72.客户流失..........................................................................................................82.1客户流失需要解决的问题.......................................................................82.2客户流失的类型.......................................................................................92.3如何进行客户流失分析？.......................................................................92.4客户流失应用案例.................................................................................113.客户细分...............................................................................................................213.1信用风险分析.........................................................................................213.2客户细分的概念.....................................................................................213.3客户细分模型.........................................................................................223.4客户细分模型的基本流程.....................................................................233.5细分方法介绍.........................................................................................253.6客户细分实例.........................................................................................254.营销响应...............................................................................................................304.1什么是营销响应？.................................................................................304.2如何提高营销响应率？.........................................................................304.3营销响应应用案例.................................................................................325.信用评分...............................................................................................................385.1信用评分背景.........................................................................................385.2信用评分的概念.....................................................................................395.3信用评分的方法.....................................................................................395.4信用评分应用案例.................................................................................426.客户满意度研究...................................................................................................506.1为什么要进行客户满意度研究？...
