1School of Informatics, Guangdong University of Foreign Studies, Guangzhou 510006, China 2Guangdong University of Foreign Studies Library, Guangzhou 510420, China 3S.F.EXPRESS Co. Ltd., Shenzhen 518000, China
[Objective] This study tried to describe the customers’ characteristics effectively. [Methods] The proposed framework aimed to explore the personal and social relationship among the customers and their friends on the microblog platform. We described the customers’ characteristics using self-defined tags and then created segmentation with the help of text clustering and non-negative matrix factorization technologies. [Results] The method based on non-negative matrix factorization achieved an approximately 86.130% on average asw index, which outperformed traditional methods based on K-means and hierarchical clustering. [Limitations] The customers’ characteristic cannot be described only by himself and his friends with self-defined tags on Microblogging. [Conclusions] The proposed framework could improve the effectiveness of characteristics description, evaluation and visualization of microblog customer segmentation.
陈东沂,周子程,蒋盛益,王连喜,吴佳林. 面向企业微博的客户细分框架*[J]. 现代图书情报技术, 2016, 32(2): 43-51.
Chen Dongyi,Zhou Zicheng,Jiang Shengyi,Wang Lianxi,Wu Jialin. A Framework for Customer Segmentation on Enterprises’ Microblog. New Technology of Library and Information Service, 2016, 32(2): 43-51.
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