RFM Model

In this study , a new model of combining variables affecting the classification of customers is introduced which is based on a distribution system of goods and services. Given the problems that the RFM model has in various distribution systems, a new model for resolving these problems is presented. The core of this model is the older RFM. The new model that has been proposed as PRFM, consists of four dimensions: Profit margins (P), time period from customer's last purchase (R), Frequency of transactions (F) and the Monetary Value (M). Adding variable (P) makes a huge change in customer clustering and classification systems and makes it more optimized for future planning. For review and approval, the model was implemented in one of the largest and most diversified distribution companies in Iran. Using Ward's clustering, the optimal number of clusters was prepared and entered by hierarchical clustering and based on Euclidian distance customers are clustered and separated. One of the most important results of this study is introducing a new model and resolving the problems of the old RFM model in determining customer's value.      

The objective of this study is to present a framework to increase the return and profitability and reduce credit risk of Mellat Bank customers by developing the RFM model. In this study, which was conducted as a case study in Mellat Bank of Iran, first the variables of RFM model were identified. In the next step, relevant weights of RFM variables were calculated using AHP technique. In the next step, using the K-means algorithm, customers were clustered based on weighted RFM and extended RFM. The result included customer clusters. The results indicated that the three clusters 5, 1, and 7 obtained the highest scores for receiving facilities and the coefficients for receiving facilities were equal to 0.271, 0.173, and 0.556, respectively. By determining the facility coefficient for the cluster and consequently for the customers presented in these top groups, granting facility becomes more transparent and more purposeful, and therefore, it will help the company increase profitability, reduce the churn among high-efficiency customers, and create value for customers. This research demonstrates a systematic method for granting facilities to recognize the true value based on the capability and prevention of arbitrary acts