摘要
客户关系管理(CRM)逐渐成为企业的焦点,也是数据挖掘技术的重要应用领域。概述了数据挖掘技术的功能和分类;比较了CRM的各种定义,阐述了CRM的含义及其应用系统的通用体系结构;总结提出了数据挖掘技术在分析层CRM中的4方面应用;分析了数据挖掘在CRM中的实施过程。
Customer relationship management （CRM） is becoming the focus of enterprise and is an important application field of data mining （DM）. The function and classification of DM is summarized; Different concepts of CRM are compared; The meaning of CRM and its general structure of application systems are discussed; The applications of different DM methods in CRM on four aspects are summarized; The application process of DM in CRM is analyzed.
出处
《计算机工程与设计》
CSCD
北大核心
2007年第6期1429-1432,共4页
Computer Engineering and Design
关键词
客户关系管理
数据挖掘
体系结构
客户识别
客户流失
customer relationship management
data mining
system structure
customer identification
customer loss
