摘要
CRM是一种整合了知识管理、数据挖掘及数据仓库技术的商业策略,旨在支持制定决策来保留长期有利的客户关系。分析了CRM中数据仓库的设计问题,提出一种支持CRM分析的强劲的多维启动模型。为验证此模型,用一些CRM的查询进行测试,并定义两个量:成功率和适配率来评估。实验结果表明,此启动模型具有很高的成功率和适配率,可用于客户收益分析、市场收益分析、产品收益分析、渠道收益分析等多种收益分析。
CRM is a strategy that integrates knowledge management, data mining, and data warehousing in order to support decision- making process to retain long- term and profitable relationships with customers. In this paper,analyze the data warehouse design to support CRM and propose a multidimentional starter model that supports CRM analysis. Present sample CRM queries, test the model using those queries and define two measures - succsess ratio and suitability ratio to evaluate the model. The experiment result shows that success ratio and suitability ratio of the model are high, and the model can be used to analyze customer profitability, market profitability, product profitability, channel profitability and so on.
出处
《计算机技术与发展》
2008年第5期67-69,72,共4页
Computer Technology and Development
基金
安徽省自然基金项目(070412051)
安徽高校省级重点自然科学研究项目(KJ2007A43)
关键词
数据仓库
CRM
多维启动
data warehouse
CRM
multidimentional starter
