客户细分是客户关系管理的重要组成部分。本文针对我国电信企业作为国有性垄断企业的特性,根据其客户特点,提出了一种基于客户行为视角的改进RFM模型,在此基础上应用模糊聚类法来对客户进行分类,并对此分类结果做出了动态客户分析,以达到对不同客户类别采取不同策略的服务效果。 Customer segmentation is an important part of customer relationship management. According to the characteristics of China’s telecom enterprises as a state-owned monopoly, this paper proposes an improved RFM model based on the customer behavior perspective. Based on this, this paper applies fuzzy clustering to classify customers and classify them As a result, dynamic customer analysis was made to achieve the service effect of adopting different strategies for different customer categories.