基于数据仓库的客户资源管理

Customer Relationship Management Based on Data Warehouse

基于数据仓库的客户资源管理(CRM),模型层级结构包括生产商、交易、经销商、客户接触点及最终用户。数据仓库实现对客户信息的存储和综合;数据挖掘用于预测客户行为的联机分析处理;模型库实现多个广义模型组合辅助决策;知识库存储用于模拟人类决策过程中某些智能行为;方法库提供决策方法及软件工具等。系统实施含评估、计划、执行和反馈调整等阶段。

The Customer Relationship Management （CRM） was based on data warehouse. The layer structure of model includes manufacturer, deal, dealer, customer contact point and final customer. The warehouse was used to save and integrate customer information. Data mining was adopted to analyze and process the forecast of customer action in linked computer. Model warehouse realized assistant decisions of generalized model combination. Knowledge warehouse was used to store for simulating some intelligent actions in human decision. Method warehouse provided decision methods and software. System realization includes evaluation, pan, implement and feedback.