数据挖掘在网络信息条件下CRM中的研究与应用

发布时间：2018-04-06 23:35

本文选题：网络信息化　切入点：CRM　出处：《吉林大学》2017年硕士论文

【摘要】：当今时代,网络化,信息快速发展,越来越多的企业通过建立网络数字信息化平台来辅助企业自身的研发,生产,销售,客户管理等环节的管理与经营;客户关系管理在企业的管理过程中是很重要的一个环节,企业成败的关键在于运营管理的决策是否正确,以及如何生产出能够满足客户需求的产品;另一方面,客户关系的维护,针对客户关系管理(CRM)的建设,已经成了企业打造核心竞争力的重要因素。数据挖掘技术是一种针对于某一主题,而且该数据集合具有集成性、非易失、渐变性,将其应用于协助指定管理者进行做出决策。数据挖掘技术针对于特定的主题,且数据挖掘的数据是集成的。数据挖掘的数据是非易失的;同时,数据挖掘技术中的目标随着时间的延续、不同的客户、同一客户不同时间段内的需求而及时的更改。此外,该技术的主体也可能由于用户的需要而产生相应的更改。本文主要从以下几个出发点对数据挖掘技术在网络信息环境下针对于CRM应用特性进行研究,数据挖掘技术的理论设计过程的主要内容;本论文首先从CRM相关概念介绍开始切入,重点介绍了客户管理系统由来,内涵,以及数据挖掘技术的作用,和到目前为止的发展情况。其次,着重叙述了数据挖掘技术的关键分项,以及数据挖掘的条件,数据挖掘的概念,对这些技术的特点进行了简单扼要的介绍,为论文的后续章节的展开起到了承前启后的作用,也是为后续论文介绍的内容进行了很好的铺垫。再次,介绍了数据挖掘技术如何在CRM中应用,介绍了CRM中如何利用数据挖掘的相关技术在满足企业针对客户管理的目的,CRM中利用的方式方法是什么,解决了什么样的问题,给企业带来了哪些效益。之后,决策树算法在客户关系管理系统中的应用,也是我们设计整个系统的目的,就是为了如何能在实际中利用好数据挖掘技术,是整个论文的最高潮的部分。最后一部分内容是论文的总结与项目展望,是对整个论文阐述内容的总结,并对整个数据挖掘技术在CRM中的应用进行了展望。
[Abstract]:Nowadays, with the rapid development of network and information, more and more enterprises help their own R & D, production, sales and customer management by establishing network digital information platform.Customer relationship management (CRM) is an important link in the process of enterprise management. The key to success or failure of an enterprise is whether the decision of operation management is correct or not, and how to produce a product that can meet the needs of customers; on the other hand,The maintenance of customer relationship and the construction of CRM (customer relationship Management) have become an important factor for enterprises to build core competitiveness.Data mining technology is a kind of data mining technology, which is integrated, non-volatile, and variable. It is used to assist the designated managers to make decisions.Data mining technology is specific to specific topics, and data mining is integrated.The data of data mining is non-volatile. At the same time, the target of data mining technology changes with time, different customers, the same customer in different period of time.In addition, the main body of the technology may cause corresponding changes due to the needs of the user.This paper mainly from the following several starting points to the data mining technology in the network information environment for CRM application characteristics, the main content of the theoretical design process of data mining technology. First, this paper begins with the introduction of the related concepts of CRM.This paper mainly introduces the origin and connotation of customer management system, the function of data mining technology, and the development situation so far.Secondly, the key sub-items of data mining technology, the conditions of data mining, the concept of data mining, and the characteristics of these technologies are briefly introduced.It plays a role of connecting the past and the future, and it is also a good cushion for the content of the following paper.Thirdly, it introduces how to apply data mining technology in CRM, how to use data mining technology in CRM to meet the purpose of customer management, and what kind of problems have been solved.What benefits have been brought to the enterprise.After that, the application of decision tree algorithm in customer relationship management system is the purpose of designing the whole system, which is how to make good use of data mining technology in practice, which is the climax part of the whole paper.The last part is the summary of the paper and the project prospect, the summary of the whole paper, and the application of the whole data mining technology in CRM.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.13

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