基于数据仓库技术的CRM决策支持系统模型设计

Design of decision support system oriented to CRM based on data warehouse

针对目前企业决策支持系统面临的新问题,介绍了CRM相关知识和决策支持系统的前沿技术——数据仓库及数据挖掘和联机分析处理,并在此基础上,提出了以数据仓库为中心、数据挖掘和联机分析处理为手段的面向客户关系管理的决策支持系统模型框架,描述了CRM数据运作流程和数据仓库等技术在其中所起的重要作用。

The knowledge related to customer relationship management (CRM) and the advanced technologies of decision support system (DSS) --data warehouse, data mining and online analytical processing are introduced, based on which the frame of decision support system oriented to CRM is presented, and the CRM data delivering and important roles played by each technology are discribed.