CN104036409A - Method and system for improving competiveness of e-commerce enterprises - Google Patents
Method and system for improving competiveness of e-commerce enterprises Download PDFInfo
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Abstract
The invention discloses a method and system for improving competiveness of e-commerce enterprises. The method comprises: an agility system creates and maintains a client characteristic type database, a client attribute database, a strategy database and a rule database. The method and system provided by the invention solve the problems of poor user experience and low satisfaction which are caused by incapability of accurately, completely and timely identifying client characteristics in the prior art, accurately identify and excavate the client characteristics, and provide relevant coping strategies according to customized characteristics of clients, thereby improving the competiveness of the e-commerce enterprises.
Description
Technical field
The present invention relates to e-commerce field, be specially a kind of customers as center and promote the method and system of e-commerce venture's competitive power.
Background technology
What shopping at network was bought may be physical goods, as food, clothes, may be also virtual goods, as e-book.Shopping at network has become one of main shopping way, and netizen buys plane ticket, clothes, cosmetics, electronic product, food, books on network.According to statistics, within 2011, China E-Commerce Business transaction size approaches 6 trillion yuan Renminbi, accounts for gross national product (GNP) 13%; E-tailing total value exceedes 7,500 hundred million yuans, exceedes 4% at total retail sales of consumer goods proportion; To the end of the year 2011, Chinese customers scale reaches 1.94 hundred million people.
Up to now, the fast development of e-commerce development and success are mainly based on ascribing two advantages of e-commerce transaction pattern with respect to traditional entity shop trade mode to.The first, low price.Identical commodity, the price of Online Shopping is generally bought cheap a lot than solid shop/brick and mortar store.The second, convenient.Shopping at network is not limited by space-time, and user can carry out shopping at network at any time and any place.
Although with respect to traditional entity shop, ecommerce has obtained huge success, e-commerce website still faces huge challenge: how to avoid existing customer loss, how to increase new user, how to improve user satisfaction, how to reduce costs, how to open up new business, how to keep market environment susceptibility, adaptability, how to improve website influence power, how to improve corporate image, how to improve the market competitiveness etc.
Along with the development of ecommerce, the competition of e-commerce field inside, numerous e-commerce merchants in capital, technology, the talent, management, marketing, market, decision-making, innovation aspect or be about to carry out the cruel struggle for existence of " development or be destroyed ".
For e-commerce venture, the client of the user Ji Shi enterprise of shopping at network, corporate client is the core asset of businessman.Consider from businessman's angle, business essential characteristic comprises 2 points: identification and excavation client characteristics, particularly precisely excavate customer demand; Meet consumers' demand.The present situation of e-commerce development is that e-business network stands in identification client characteristics and demand has been done some scattered work with the aspect of meeting customer need, as utilize the technology identification customer demands such as survey, order analyzing, the behavioural analysis of user's access websites, utilize the technology such as keyword search, commending system to meet customer need.
Prior art cannot be identified client characteristics accurate, complete, in time, particularly cannot identify accurately and excavate client's personalization features and individual demand, cause e-commerce merchants to provide in an identical manner service and product to all clients, cannot adapt to client's differentiation feature and demand; And then cause client's poor user experience, satisfaction low, e-commerce website businessman cannot be in time, detection and diagnosing problem accurately, causes e-commerce merchants cannot make in time, reasonably adjust and improve, cannot promote client's influence power, the market competitiveness and the industrial status of businessman.
Summary of the invention
Prior art cannot be identified client characteristics accurate, complete, in time, particularly cannot identify is accurately personalization features and the individual demand of excavating client, cause e-commerce merchants to provide in an identical manner service and product to all clients, cannot adapt to client's differentiation feature and demand; And then causing client's poor user experience, satisfaction low, e-commerce website businessman cannot be in time, detection and diagnosing problem accurately.
For solving the problems of the technologies described above, the invention provides a kind of implementation method of agility system of the client's of adaptation characteristic, it is characterized in that, comprising:
Agility system creation and maintain customer characteristic type storehouse, described establishment and maintain customer characteristic type storehouse comprise create client characteristics typelib metadata and or increase client characteristics typelib metadata, with or amendment client characteristics typelib metadata, with or delete client characteristics typelib metadata, with or increase client characteristics typelib data, with or amendment client characteristics typelib data, and or delete client characteristics typelib data;
Described agility system creation and maintain customer attribute library, described establishment and maintain customer attribute library comprise create client properties storehouse metadata and or increase client properties storehouse metadata, with or amendment client properties storehouse metadata, with or delete client properties storehouse metadata, with or increase client properties database data, with or amendment client properties database data, and or delete client properties database data;
Described agility system creation and maintenance strategy storehouse, described establishment and maintenance strategy storehouse comprise construction strategy storehouse metadata and or increase policy library metadata, with or amendment policy library metadata, with or deletion strategy storehouse metadata, with or increase policy library data, with or amendment policy library data, and or deletion strategy database data;
Described agility system creation and maintenance regulation storehouse, described establishment and maintenance regulation storehouse comprise create rule base metadata and or increase rule base metadata, with amendment or rule base metadata, with or deletion rule storehouse unit database data, with or increase rule base data, with or amendment or rule base data, and or deletion rule database data.
Further, described client characteristics typelib metadata, at least comprises following characteristics type attribute:
Characteristic type mark, for unique identification characteristic type;
Date created, is used for the creation-time of representation feature type;
Current state, for the current state of representation feature type;
Characteristic type is described, for the feature of Expressive Features type;
Feature importance, for weighing the significance level of characteristic type, comprises 5 scales: most important, extremely important, important, important, not too important;
The online calculation options of off-line, for representing the possibility of online or calculated off-line characteristic type, comprises 4 scales: calculated off-line, suggestion calculated off-line, suggestion are in line computation, in line computation;
Associated client set, has the client set of characteristic type;
The accounting of the relatively all client's numbers of client's number of the associated client set of associated client accounting characteristic type
Client's number within the scope of certain hour, in scope sometime, has the client's of certain characteristic type number;
Implementation complexity, for weighing the difficulty that realizes of characteristic type, comprises 5 scales: very difficult, very difficult, difficult, easy, be easy to;
Realize priority for weighing the priority that realizes and dispose characteristic type, comprise 5 scales: high, very high, high, general, low.
Further, described client properties storehouse metadata, at least comprises following client properties:
Customer ID, is used for unique identification client;
Client's importance, for weighing client's significance level, comprises 5 scales: most important, extremely important, important, important, not too important;
Client characteristics set of types, the client characteristics type set that client has;
Client characteristics resolution, for weighing the identification degree to client characteristics, comprises 5 scales: understand very much, understand very much, understand, understand less, understand few;
Customer loyalty, for weighing the loyalty of client to businessman, comprises 5 scales: very high, high, generally, lower, very low;
Customer satisfaction, for weighing the satisfaction of client to businessman service, comprises 5 scales: very high, high, generally, lower, very low;
The potential contribution of client, is used for assessing the potential contribution ability of client to businessman, comprises 5 scales: very high, high, generally, lower, very low;
Client development utilization factor, is used for weighing the exploitation degree of Business to Consumer, comprises 5 scales: higher, high, generally, lower, very low;
Client characteristics complexity, is used for weighing the complexity of client characteristics, comprises 5 scales: very complicated, complicated, general, fairly simple, simple.
Further, described agility system use characteristic type decision algorithm is judged described client's characteristic type;
The one group of client properties value that is input as described client of described characteristic type decision algorithm, is output as described client's characteristic type.
Further, described policy library metadata, at least comprises following policy attribute:
Strategy mark, for unique identification strategy;
Current state, for representing tactful current state;
Strategy object, is used for illustrating problem and the tactful purposes that tactful quasi-solution is determined;
Strategy process, is used for the method and the measure that when strategy is dealt with problems, adopt are described, and the thinking of dealing with problems;
Associated client characteristic type, the set of client characteristics type, expression can by application of policies in which client characteristics type set;
Strategy execution number of times in a period of time, in scope sometime, the number of times that strategy is actually carried out;
Strategy importance, be used for weighing tactful significance level, comprise 5 scales: higher, high, generally, lower, very low.
Further, described rule base metadata, at least comprises following regular attribute:
Rule mark, for unique definite rule;
Rule description information, for illustrating regular object and using method;
Rule precondition, by one and or one group of conditional expression that the restrictive condition of client properties value is formed;
Rule priority, the coupling priority while carrying out rule match, regular priority is specified or is calculated by computer program by the staff of businessman is manual;
Rule main body, is used for explanation in the time of rule match, the method and the measure that when rule is dealt with problems, adopt, and the thinking of dealing with problems.
Preferably, when with described customer interaction, described agility system is selected matched rule according to described client's client properties value, carry out the program code corresponding with the regular main body of matched rule and or manual service, comprising: for the program code of businessman's background system, operate in the program code of businessman's foreground system of client terminal, all utilize program code, the manual service that all adopts the call center of manual service, the manual service of the call center that computer technology realizes to realize manual service and the program code of the call center combining with computer technology;
When described client's client properties value changes, described agility system is selected new matched rule, carry out program code corresponding to the regular main body of new matched rule and or manual service;
Described rule base comprises an ad hoc rules, and its regular precondition is " forever setting up ", and described client is under any circumstance mated this rule, and this regular priority is lower than all Else Rules.
Preferably, described authority information storehouse metadata, comprising:
User ID, for the staff of agility system described in unique identification;
Role identification, for unique identification role;
Role-security, for illustrating the access rights of role to agility system;
User is subordinate to role, for representing that user belongs to those roles;
Role including user, for representing those users of Role including.
For solving the problems of the technologies described above, the present invention also provides a kind of agility system of the client's of adaptation characteristic, it is characterized in that, comprising:
Client characteristics typelib administration module, for creating and safeguard described client characteristics typelib;
Client properties database management module, for creating and safeguard described client properties storehouse;
Policy library administration module, for creating and safeguard described policy library;
Rule base administration module, for creating and safeguard described rule base;
Memory module, for storing described client characteristics typelib metadata and data, described client properties storehouse metadata and data, described policy library metadata and data, described rule base metadata and data.
Further, described agility system also comprises characteristic type identification module, and the client properties value based on described client is judged described client's characteristic type;
Described characteristic type identification module comprise one and or a stack features type decision algorithm;
The one group of client properties value that is input as described client of characteristic type decision algorithm, is output as described client's characteristic type.
Further, described agility system also comprises enquiry module, for metadata and data of inquiring about described client characteristics typelib, and or the metadata in described client properties storehouse and data and or the metadata of described policy library and data and or metadata and the data of described rule base;
Described agility system also comprises rule match module, searches matched rule for the client properties value according to described client;
Described agility system also comprises authority configuration module, for configuring role under role-security and described agility system works personnel.
The present invention at least has following beneficial effect:
1, identify accurately and excavate client characteristics.By setting up huge client characteristics typelib, can accurately segment client, under context environmental, accurately identification client is intended to.
2,, according to client's individualized feature, provide countermeasure targetedly.By setting up huge countermeasure storehouse, according to client characteristics type, select corresponding countermeasure.Client can obtain satisfied user and experience, and electronics businessman can increase customer satisfaction degree, improves income, reduce costs, improves the market competitiveness.
3, incremental deployment, gradual perfection.Businessman can set up client characteristics typelib and the corresponding countermeasure storehouse of accurate reflection client characteristics progressively, progressively.Businessman can be according to significance sequence, and model is to the most important client characteristics type of businessman, and formulates corresponding countermeasure; Then set up successively extremely important, important, important, not too important client characteristics type and countermeasure.Whenever businessman completes the establishment of a kind of new client characteristics type and countermeasure, businessman just can therefrom benefit.
4, strengthen the innovation ability of businessman.By businessman being scattered in to scattered, stealthy, mixed and disorderly problem and the knowledge of the different crowds such as leader, business personnel, technician, through centralization, make clear, after standardization processing, form huge client characteristics typelib and countermeasure storehouse, become the shared knowledge base platform of businessman, promote employee cooperate and link up with standardization method of work, improve their professional skill; Contribute to leader to analyse scientifically and decision-making based on data.
Brief description of the drawings
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention is used for explaining the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is the e-commerce system schematic diagram that comprises the user of businessman, agility system and the staff of businessman
Fig. 2 is the module diagram of agility system
Fig. 3 is the module diagram of the agility system of increased functionality
Embodiment
Below in conjunction with the drawings and specific embodiments, the technical solution of the present invention is further elaborated.
Fig. 1 is the e-commerce system schematic diagram that comprises the user of businessman 101, agility system 102 and the staff of businessman 103.Wherein the user of businessman 101 is the client of businessman.Agility system 102 realizes the segmentation to the client of businessman, and formulates the strategy of differentiation according to client's feature.The employee that the staff of businessman 103 is businessman, comprises user attendant, marketing personal, marketing personnel, management leader of data analyst, business analyst, data mining slip-stick artist, product manager, Software for Design personnel, software development tester, project manager, call center etc.
Embodiment 1
The implementation method of the agility system of the adaptation client characteristic that the present invention proposes, comprise: agility system creation and maintain customer characteristic type storehouse, described establishment and maintain customer characteristic type storehouse comprise create client characteristics typelib metadata and or increase client characteristics typelib metadata, with or amendment client characteristics typelib metadata, with or delete client characteristics typelib metadata, with or increase client characteristics typelib data, with or amendment client characteristics typelib data, and or delete client characteristics typelib data;
Described agility system creation and maintain customer attribute library, described establishment and maintain customer attribute library comprise create client properties storehouse metadata and or increase client properties storehouse metadata, with or amendment client properties storehouse metadata, with or delete client properties storehouse metadata, with or increase client properties database data, with or amendment client properties database data, and or delete client properties database data;
Described agility system creation and maintenance strategy storehouse, described establishment and maintenance strategy storehouse comprise construction strategy storehouse metadata and or increase policy library metadata, with or amendment policy library metadata, with or deletion strategy storehouse metadata, with or increase policy library data, with or amendment policy library data, and or deletion strategy database data;
Described agility system creation and maintenance regulation storehouse, described establishment and maintenance regulation storehouse comprise create rule base metadata and or increase rule base metadata, with amendment or rule base metadata, with or deletion rule storehouse unit database data, with or increase rule base data, with or amendment or rule base data, and or deletion rule database data.
Further, described client characteristics typelib metadata, at least comprises following characteristics type attribute:
Characteristic type mark, for unique identification characteristic type;
Date created, is used for the creation-time of representation feature type;
Current state, for the current state of representation feature type;
Characteristic type is described, for the feature of Expressive Features type;
Feature importance, for weighing the significance level of characteristic type, comprises 5 scales: most important, extremely important, important, important, not too important.
The online calculation options of off-line, for representing the possibility of online or calculated off-line characteristic type, comprises 4 scales: calculated off-line, suggestion calculated off-line, suggestion are in line computation, in line computation;
Associated client set, has the client set of characteristic type;
The accounting of the relatively all client's numbers of client's number of the associated client set of associated client accounting characteristic type
Client's number within the scope of certain hour, in scope sometime, has the client's of certain characteristic type number;
Implementation complexity, for weighing the difficulty that realizes of characteristic type, comprises 5 scales: very difficult, very difficult, difficult, easy, be easy to;
Realize priority for weighing the priority that realizes and dispose characteristic type, comprise 5 scales: high, very high, high, general, low.
Further, described client properties storehouse metadata, at least comprises following client properties:
Customer ID, is used for unique identification client;
Client's importance, for weighing client's significance level, comprises 5 scales: most important, extremely important, important, important, not too important;
Client characteristics set of types, the client characteristics type set that client has;
Client characteristics resolution, for weighing the identification degree to client characteristics, comprises 5 scales: understand very much, understand very much, understand, understand less, understand few;
Customer loyalty, for weighing the loyalty of client to businessman, comprises 5 scales: very high, high, generally, lower, very low;
Customer satisfaction, for weighing the satisfaction of client to businessman service, comprises 5 scales: very high, high, generally, lower, very low;
The potential contribution of client, is used for assessing the potential contribution ability of client to businessman, comprises 5 scales: very high, high, generally, lower, very low;
Client development utilization factor, is used for weighing the exploitation degree of Business to Consumer, comprises 5 scales: higher, high, generally, lower, very low;
Client characteristics complexity, is used for weighing the complexity of client characteristics, comprises 5 scales: very complicated, complicated, general, fairly simple, simple.
Further, described agility system use characteristic type decision algorithm is judged described client's characteristic type;
The one group of client properties value that is input as described client of characteristic type decision algorithm, is output as described client's characteristic type.
Further, described policy library metadata, at least comprises following policy attribute:
Strategy mark, for unique identification strategy;
Current state, for representing tactful current state;
Strategy object, is used for illustrating problem and the tactful purposes that tactful quasi-solution is determined;
Strategy process, is used for the method and the measure that when strategy is dealt with problems, adopt are described, and the thinking of dealing with problems;
Associated client characteristic type, the set of client characteristics type, expression can by application of policies in which client characteristics type set;
Strategy execution number of times in a period of time, in scope sometime, the number of times that strategy is actually carried out;
Strategy importance, be used for weighing tactful significance level, comprise 5 scales: higher, high, generally, lower, very low.
Further, described rule base metadata, at least comprises following regular attribute:
Rule mark, for unique definite rule;
Rule description information, for illustrating regular object and using method;
Rule precondition, by one and or one group of conditional expression that the restrictive condition of client properties value is formed;
Rule priority, the coupling priority while carrying out rule match, regular priority is specified or is calculated by computer program by the staff of businessman is manual;
Rule main body, is used for explanation in the time of rule match, the method and the measure that when rule is dealt with problems, adopt, and the thinking of dealing with problems.
In the present invention, if client's client properties value meets certain regular precondition, be called client and certain rule match, if client and more than one rule match, the rule match that selective rule priority is the highest.
Preferably, when with described customer interaction, described agility system is selected matched rule according to described client's client properties value, carry out the program code corresponding with the regular main body of matched rule and or manual service, comprising: for the program code of businessman's background system, operate in the program code of businessman's foreground system of client terminal, all utilize program code, the manual service that all adopts the call center of manual service, the manual service of the call center that computer technology realizes to realize manual service and the program code of the call center combining with computer technology;
In the time that client's client properties value changes, described agility system is selected new matched rule, carry out program code corresponding to the regular main body of new matched rule and or manual service;
Described rule base comprises an ad hoc rules, and its regular precondition is " forever setting up ", and described client is under any circumstance mated this rule, and this regular priority is lower than all Else Rules.
Preferably, described authority information storehouse metadata, comprising:
User ID, for the staff of agility system described in unique identification;
Role identification, for unique identification role;
Role-security, for illustrating the access rights of role to agility system;
User is subordinate to role, belongs to those roles for user;
Role including user, for representing those users of Role including.
E-commerce merchants provides the mode of service mainly to comprise two kinds of modes to the user of businessman: internet site and call center.User realizes querying commodity information, order and the consulting of commodity relevant information by internet site and call center, or uses the functions such as feedback.
For e-commerce merchants, using the user of e-commerce system is the client of e-commerce merchants.Because different clients is the income difference that businessman creates, and different clients takes on a different character, so for businessman, client is segmented extremely important.
E-commerce merchants, in daily operation, can be found a lot of problems, wishes the Method to solve problems finding.For example, provide the company of online tourism service may face some problems below:
Use manual service call center client to have which feature, whether this type of client of part can be directed to coming above internet site, or at least this type of client of leader uses computerized call center, to save the operation cost of businessman.
Which feature the client who has created 80% amount of consumption or profit for businessman has, and how to be these customer services better, excavates more income.
Often use the service of businessman but always there is which feature via the client of search engine access merchant web site, how guiding these clients directly to access merchant web site, importing expense to reduce businessman's flow.
Access a merchant web site page and there is which feature with regard to the client characteristics leaving, how to have increased these clients browsing number of pages and the residence time in merchant web site.
Which feature travelling merchants' (on business) client who often goes on business has, and how to serve better these clients.
Often separately or the trip of going with because which feature private tourism client has, how to serve better these clients.
Most of e-commerce merchants of certain scale all accumulate a lot of Similar Problems, and continue to bring out again new problem in daily operation process, the importance of different problems may be different, the difficulty of dealing with problems may be different, manpower and the resources costs that need to consume may be not identical yet, e-commerce merchants can consider, for problem is distributed priority, and priority research and solution high priority problems.
The general character of the problems referred to above is identification client characteristics, and proposes Corresponding Countermeasures.E-commerce merchants need to build and maintain customer characteristic type storehouse and client properties storehouse.Identification client characteristics needs use characteristic classification and identification algorithm.Tagsort recognizer is determined client's client characteristics type according to client's client properties value.Different problems and situation, need to be used different client properties set.As for cosmetic industry, the client properties such as women user's skin speciality, eyes size, nose shape, the shape of the mouth as one speaks are all very important, but these client properties are all unessential for online tourism industry.Different problems and situation, also may adopt different tagsort recognizers.Whether user's the characteristic type of for example travelling is " travelling merchants user ", and simple recognizer is to be greater than 15 if be accumulated at over one year the number of days that stays in hotel working day, and is accumulated at 3 different cities and moved in, and is " travelling merchants client ".Also possibility recognizer is very complicated, for example, adopt the intelligent algorithms such as backpropagation neural network sorting algorithm, Naive Bayes Classification Algorithm, bayesian network classification algorithm.
Computational resource and recognition effect that different recognizers realizes difficulty, consumption respectively have difference.The staff of the businessman consideration of need to compromising.Some algorithm, because calculated amount is larger, is only suitable for calculated off-line.Some algorithm, can be in line computation because calculated amount is very little.
According to client's different client characteristics, the staff of businessman can create different client characteristics types.Constantly solving in the process of variety of issue, the staff of businessman can a large amount of client characteristics of progressive accumulation, constantly new client characteristics is increased in the metadata in client characteristics storehouse.
In identification client characteristics process, the staff of businessman can find which client properties is necessary for identification client characteristics, if do not comprise these client properties in the metadata of client properties storehouse, the staff of businessman adds these client properties in the metadata of client properties storehouse, as newly-increased client properties to; Import from external data sources the data that these newly-increased client properties are corresponding simultaneously.At leisure, client properties storehouse will comprise increasing attribute, and the corresponding attribute data of each attribute is also more and more.
Find after new client characteristics type, businessman may provide countermeasure for this kind of client characteristics type.As sent integration for the travelling merchants user who often goes on business, the integration of accumulation can serve as cash and be of use certificate, for travelling because of private.Strategy is only a kind of text description, and thinking and the method for dealing with problems are described.Strategy generally should be by product manager or management managerial decision.Implementing of strategy, specifically perform an action, may be to realize (as television advertising) by concrete marketing activity, also may be by realize (website is used different functional module program codes for different clients, and call center staff provides different interactive voice services for different clients) from customer interaction.The concrete execution of strategy is generally by Software for Design, the developer of businessman, the marketing personnel of businessman, and the user attendant of call center of businessman completes.At leisure, businessman, by strategies a large amount of accumulation, forms policy library of certain scale.
A client may have different characteristic types.For example, client A may be a travelling merchants client, be again simultaneously one often because of private tourism client, be again a client who often uses call center's ticket booking simultaneously.So simple use characteristic type, the exactly all features of client.Process in order to simplify and facilitate, client and merchant system can be interpreted as to scene or situation alternately.Different clients under different context environmentals in different scenes.For example, when client A is when the working time books tickets with Work Telephone by day, it is a travelling merchants client that client A is more prone to; When client A is in the time ordering tickets by telephone with mobile phone in weekend or night, client A may be more prone to be one because of private tourism client.
The staff of businessman can utilize rule to identify and process different scenes.Rule prerequisite section is used for mating scene, and regular main part is corresponding processing policy and logic.
Rule precondition be by one and or one group of conditional expression that the restrictive condition of client properties value is formed, as client's age property value be greater than 25 and also client's accumulative total ticket booking number of times property value be greater than 20, or in client's client characteristics set of types property value, comprise travelling merchants' client characteristics type and because of private tourism characteristic type, or in client's client characteristics set of types property value, comprise travelling merchants' client characteristics type, and client's marital status property value is " married ".
Identical with strategy, regular main part is only a kind of text description, and thinking and the method for dealing with problems are described, can comprise a kind of strategy or group policy combination.In specific implementation process, regular main body logic is converted into comings and goings, as marketing, advertisement, program code, manual service.
When client and merchant system are carried out when mutual, merchant system can be searched according to client properties value the rule of coupling, and the execution program code corresponding with the regular main body of matched rule and or manual service, program code and or manual service comprise: be the program code of businessman's background system, operate in the program code of businessman's foreground system of client terminal, all utilize the program code of the call center of computer technology realization, all adopt the manual service of the call center of manual service, manual service realizes manual service and the program code etc. of the call center combining with computer technology.
Client properties value may change along with context environmental changes.For example, when the frequent customer B of online tourism website OnlineTrip.com uses the mobile phone access OnlineTrip.com website of newly buying, due to the information that the mobile phone browser of client B was not stored client B in the past, client B is identified as a new client by OnlineTrip.com website.When client B uses after own account and password login, it is frequent customer but not new client that OnlineTrip.com identifies website client B.In the time that client's client properties value changes, agility system is selected new matched rule, carries out corresponding program code and or the manual service of regular main body of new matched rule.
E-commerce merchants can be set up client characteristics typelib, client properties storehouse, policy library and rule base progressively, progressively.Businessman can be according to significance sequence, and model is to the most important client characteristics type of businessman, client properties, strategy and regular; Then set up successively extremely important, important, important, not too important client characteristics type, client properties, strategy and regular.Whenever businessman completes new client characteristics type, client properties, strategy and regular establishment, businessman just can therefrom benefit.
Client's client characteristics may constantly change in time.For example, after computer major Master degree candidate graduation, due to revenue growth, tourism preference may have very big-difference with the school-days; The travelling merchants personage who often goes on business, because age reason forwards management position to, no longer often goes on business.Agility system needs often to upgrade client characteristics typelib, client properties storehouse, policy library and rule base with the up-to-date truth of accurate response.
Finally, by agility system, e-commerce merchants can successfully will be scattered in scattered, stealthy, mixed and disorderly problem and the knowledge of the different crowds such as management leader, business personnel, technician, through centralization, make clear, after standardization processing, form huge client characteristics typelib, client properties storehouse, policy library and rule base, become the shared knowledge base platform of businessman, promote employee cooperate and link up with standardization method of work, improve their professional skill; Contribute to leader to analyse scientifically and decision-making based on data.
Embodiment 2
Fig. 2 shows the module diagram of agility system 102, comprises client characteristics typelib administration module 201, client properties database management module 202, policy library administration module 203, rule base administration module 204, memory module 205.Client characteristics typelib administration module 201, for creating and maintain customer characteristic type storehouse; Client properties database management module 202, for creating and maintain customer attribute library; Policy library administration module 203, for creating and maintenance strategy storehouse; Rule base administration module 204, for creating and maintenance regulation storehouse; Memory module 205, for storing client characteristics typelib metadata and data, client properties storehouse metadata and data, policy library metadata and data, rule base metadata and data.
The module diagram of the agility system 102 that Fig. 3 Presentation Function strengthens, except comprising client characteristics typelib administration module 201, client properties database management module 202, policy library administration module 203, rule base administration module 204, the memory module 205 shown in Fig. 2, also comprise characteristic type identification module 206, enquiry module 207, rule match module 208, limit configuration module 209.
Characteristic type identification module 206, for the client properties value based on described client, is judged described client's characteristic type; Described characteristic type identification module comprise one and or a stack features type decision algorithm; The one group of client properties value that is input as described client of characteristic type decision algorithm, is output as described client's characteristic type.
Enquiry module 207, for inquiring about metadata and the data of client characteristics typelib, and or the metadata in client properties storehouse and data and or the metadata of policy library and data and or metadata and the data of rule base.
Rule match module 208, searches matched rule for the client properties value according to client.
Authority configuration module 209, for configuring role under role-security and described agility system works personnel.
Obviously, those skilled in the art should be understood that, above-mentioned of the present invention each module or each step can realize with general calculation element, they can concentrate on single calculation element, or be distributed on the network that multiple calculation elements form, alternatively, they can be realized with the executable program code of calculation element, thereby, they can be stored in memory storage and be carried out by calculation element, and in some cases, can carry out shown or described step with the order being different from herein, or they are made into respectively to each integrated circuit modules, or the multiple modules in them or step are made into single integrated circuit module to be realized.Like this, the present invention is not restricted to any specific hardware and software combination.
The foregoing is only preferred embodiment of the present invention, be not intended to limit protection scope of the present invention.For a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any amendment of doing, be equal to replacement, improvement etc., all should be included in protection scope of the present invention.
Claims (11)
1. an implementation method that adapts to the agility system of client's characteristic, is characterized in that, comprising:
Agility system creation and maintain customer characteristic type storehouse, described establishment and maintain customer characteristic type storehouse comprise create client characteristics typelib metadata and or increase client characteristics typelib metadata, with or amendment client characteristics typelib metadata, with or delete client characteristics typelib metadata, with or increase client characteristics typelib data, with or amendment client characteristics typelib data, and or delete client characteristics typelib data;
Described agility system creation and maintain customer attribute library, described establishment and maintain customer attribute library comprise create client properties storehouse metadata and or increase client properties storehouse metadata, with or amendment client properties storehouse metadata, with or delete client properties storehouse metadata, with or increase client properties database data, with or amendment client properties database data, and or delete client properties database data;
Described agility system creation and maintenance strategy storehouse, described establishment and maintenance strategy storehouse comprise construction strategy storehouse metadata and or increase policy library metadata, with or amendment policy library metadata, with or deletion strategy storehouse metadata, with or increase policy library data, with or amendment policy library data, and or deletion strategy database data;
Described agility system creation and maintenance regulation storehouse, described establishment and maintenance regulation storehouse comprise create rule base metadata and or increase rule base metadata, with amendment or rule base metadata, with or deletion rule storehouse unit database data, with or increase rule base data, with or amendment or rule base data, and or deletion rule database data.
2. the method for claim 1, is characterized in that, described client characteristics typelib metadata, at least comprises following characteristics type attribute:
Characteristic type mark, for unique identification characteristic type;
Date created, is used for the creation-time of representation feature type;
Current state, for the current state of representation feature type;
Characteristic type is described, for the feature of Expressive Features type;
Feature importance, for weighing the significance level of characteristic type, comprises 5 scales: most important, extremely important, important, important, not too important;
The online calculation options of off-line, for representing the possibility of online or calculated off-line characteristic type, comprises 4 scales: calculated off-line, suggestion calculated off-line, suggestion are in line computation, in line computation;
Associated client set, has the client set of characteristic type;
The accounting of the relatively all client's numbers of client's number of the associated client set of associated client accounting characteristic type
Client's number within the scope of certain hour, in scope sometime, has the client's of certain characteristic type number;
Implementation complexity, for weighing the difficulty that realizes of characteristic type, comprises 5 scales: very difficult, very difficult, difficult, easy, be easy to;
Realize priority for weighing the priority that realizes and dispose characteristic type, comprise 5 scales: high, very high, high, general, low.
3. method as claimed in claim 2, is characterized in that, described client properties storehouse metadata, at least comprises following client properties:
Customer ID, is used for unique identification client;
Client's importance, for weighing client's significance level, comprises 5 scales: most important, extremely important, important, important, not too important;
Client characteristics set of types, the client characteristics type set that client has;
Client characteristics resolution, for weighing the identification degree to client characteristics, comprises 5 scales: understand very much, understand very much, understand, understand less, understand few;
Customer loyalty, for weighing the loyalty of client to businessman, comprises 5 scales: very high, high, generally, lower, very low;
Customer satisfaction, for weighing the satisfaction of client to businessman service, comprises 5 scales: very high, high, generally, lower, very low;
The potential contribution of client, is used for assessing the potential contribution ability of client to businessman, comprises 5 scales: very high, high, generally, lower, very low;
Client development utilization factor, is used for weighing the exploitation degree of Business to Consumer, comprises 5 scales: higher, high, generally, lower, very low;
Client characteristics complexity, is used for weighing the complexity of client characteristics, comprises 5 scales: very complicated, complicated, general, fairly simple, simple.
4. method as claimed in claim 3, is characterized in that,
Described agility system use characteristic type decision algorithm is judged described client's characteristic type;
The one group of client properties value that is input as described client of described characteristic type decision algorithm, is output as described client's characteristic type.
5. method as claimed in claim 4, is characterized in that, described policy library metadata, at least comprises following policy attribute:
Strategy mark, for unique identification strategy;
Current state, for representing tactful current state;
Strategy object, is used for illustrating problem and the tactful purposes that tactful quasi-solution is determined;
Strategy process, is used for the method and the measure that when strategy is dealt with problems, adopt are described, and the thinking of dealing with problems;
Associated client characteristic type, the set of client characteristics type, expression can by application of policies in which client characteristics type set;
Strategy execution number of times in a period of time, in scope sometime, the number of times that strategy is actually carried out;
Strategy importance, be used for weighing tactful significance level, comprise 5 scales: higher, high, generally, lower, very low.
6. method as claimed in claim 5, is characterized in that, described rule base metadata at least comprises following regular attribute:
Rule mark, for unique definite rule;
Rule description information, for illustrating regular object and using method;
Rule precondition, by one and or one group of conditional expression that the restrictive condition of client properties value is formed;
Rule priority, the coupling priority while carrying out rule match, regular priority is specified or is calculated by computer program by the staff of businessman is manual;
Rule main body, is used for explanation in the time of rule match, the method and the measure that when rule is dealt with problems, adopt, and the thinking of dealing with problems.
7. method as claimed in claim 6, is characterized in that,
When with described customer interaction, described agility system is selected matched rule according to described client's client properties value, carry out the program code corresponding with the regular main body of matched rule and or manual service, comprising: for the program code of businessman's background system, operate in the program code of businessman's foreground system of client terminal, all utilize program code, the manual service that all adopts the call center of manual service, the manual service of the call center that computer technology realizes to realize manual service and the program code of the call center combining with computer technology;
When described client's client properties value changes, described agility system is selected new matched rule, carry out program code corresponding to the regular main body of new matched rule and or manual service;
Described rule base comprises an ad hoc rules, and its regular precondition is " forever setting up ", and described client is under any circumstance mated this rule, and this regular priority is lower than all Else Rules.
8. method as claimed in claim 6, is characterized in that, described authority information storehouse metadata, comprising:
User ID, for the staff of agility system described in unique identification;
Role identification, for unique identification role;
Role-security, for illustrating the access rights of role to agility system;
User is subordinate to role, for representing that user belongs to those roles;
Role including user, for representing those users of Role including.
9. an agility system that adapts to client's characteristic, is characterized in that, comprising:
Client characteristics typelib administration module, for creating and safeguard described client characteristics typelib;
Client properties database management module, for creating and safeguard described client properties storehouse;
Policy library administration module, for creating and safeguard described policy library;
Rule base administration module, for creating and safeguard described rule base;
Memory module, for storing described client characteristics typelib metadata and data, described client properties storehouse metadata and data, described policy library metadata and data, described rule base metadata and data.
10. agility system as claimed in claim 9, is characterized in that,
Described agility system also comprises characteristic type identification module, and the client properties value based on described client is judged described client's characteristic type;
Described characteristic type identification module comprise one and or a stack features type decision algorithm;
The one group of client properties value that is input as described client of characteristic type decision algorithm, is output as described client's characteristic type.
11. agility systems as claimed in claim 10, is characterized in that,
Described agility system also comprises enquiry module, for metadata and data of inquiring about described client characteristics typelib, and or the metadata in described client properties storehouse and data and or the metadata of described policy library and data and or metadata and the data of described rule base;
Described agility system also comprises rule match module, searches matched rule for the client properties value according to described client;
Described agility system also comprises authority configuration module, for configuring role under role-security and described agility system works personnel.
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