数据挖掘在旅行社客户关系管理中的应用研究

Application Research of Data Mining in Travel Agency＇s Customer Relationship Management

CRM通过将人力资源、业务流程与专业技术进行有效的整合，让企业可以最大程度的提高客户满意度及忠诚度。数据挖掘技术在CRM实施中起着非常关键的作用。论文介绍了客户关系管理及数据挖掘技术，并针对旅行社业构建基于数据挖掘的旅行社客户关系管理框架，并重点介绍了在旅行社客户关系管理中使用的数据挖掘技术。

CRM can enable the enterprise to enhance greatest to the satisfaction degree and loyalty degree of customer through the effective integrating the human resources, the operation flow and the specialized technology. The data mining technology is playing the very essential role in the CRM implementation. This article introduced the customer relations management and the data mining technology, and constructed the frame travel agency customer relations management based on data mining aimed at the travel agency industry, and focused on the using of data mining technology in the travel agency customer relationship management.