晶品网CRM系统的研究与设计

发布时间：2018-04-07 16:49

本文选题：客户关系管理　切入点：联机分析处理　出处：《华北电力大学》2013年硕士论文

【摘要】：近年来,全球经济逐步走向一体化,随着市场竞争的加剧,买方市场逐渐形成,使得客户的需求也趋向于多样化和个性化。实际上,长期以来,企业在与客户交易过程中是存在着大量的交易数据和客户数据的,由于缺乏挖掘潜藏其中的有用信息,影响了企业效益。客户关系管理系统(Customer Relationship Management, CRM),是一种旨在改善企业和客户之间关系的新型管理机制。通过管理现有客户信息资源,收集分析客户群的需求等,制定对应策略,挖掘潜藏商业机会。通过CRM企业在摸清客户的实际需求及偏好之后,通过数据分析和数据挖掘,为客户提供定制产品和推送信息的服务,更好的促成交易。本文在深入研究数据仓库、OLAP、数据挖掘等关键技术的基础上,针对晶品网客户关系管理的特点,开发出基于Web的客户关系管理系统。首先,对晶品网需求进行调研,创建了Jpeen_CRM数据仓库。其次,创建了用于分析客户交易行为的OLAP多维立方；利用决策树算法创建了客户选择眼镜分类的挖掘模型,给出了剪枝优化决策树；用决策树模型对用户进行分类,根据客户类型和关注的同类商品热度进行产品推荐。最后,在J2EE平台上实现了晶品网的Jpeen客户关系管理系统,为Jpeen公司提供决策支持,从而可以更好的为客户提供服务,并使公司在激烈的竞争中占有优势,提高公司的核心竞争力。
[Abstract]:In recent years, the global economy has gradually moved towards integration. With the aggravation of market competition, the buyer's market is gradually formed, which makes the customer's demand tend to be diversified and individualized.In fact, for a long time, there are a large number of transaction data and customer data in the course of dealing with customers. Because of the lack of useful information hidden in them, the efficiency of enterprises is affected.Customer Relationship Management system (CRM) is a new management mechanism aimed at improving the relationship between enterprises and customers.Through the management of existing customer information resources, collect and analyze the needs of customer groups, formulate corresponding strategies, explore potential business opportunities.After knowing the actual needs and preferences of customers through CRM enterprises through data analysis and data mining to provide customers with customized products and push information services better facilitate the transaction.In this paper, based on the research of key technologies such as data warehouse and data mining, a customer relationship management system based on Web is developed according to the characteristics of customer relationship management in crystal product network.First of all, the requirement of crystal product network is investigated, and Jpeen_CRM data warehouse is established.Secondly, the OLAP multidimensional cube used to analyze customer transaction behavior is created; the mining model of customer selection glasses classification is created by using decision tree algorithm, and the pruning optimization decision tree is given, and the decision tree model is used to classify users.Recommend products according to the customer type and the heat of the same kind of goods concerned.Finally, the Jpeen customer relationship management system is implemented on the J2EE platform, which provides decision support for Jpeen company, which can provide better service to customers and make the company have the advantage in the fierce competition.Improve the core competitiveness of the company.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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