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Fuzzy Clustering Model of CRM in Securities Trade

This paper applies fuzzy clustering theory to customer relationship management of securities industry and presents securities business model of CRM. The model includes two layers. First, in class classification layer, fuzzy clustering model is used to realize customer classification according to such index as trading frequency, trading capacity and interest balance. Second, in group classification layer, according to customers' operating style, dynamic Bayes model is adopted in order to grouping customer. The securities business model and its fuzzy customer clustering methods have been applied in CITIC Securities Co. Ltd and have achieved successful effect on customer service