摘要
在CRM客户关系管理中,反馈和交流的管理过程是重要的内容,通过与客户的深入交流对客户的需求进行更加详细具体的了解,之后再根据客户的需求对企业的产品和服务进行一系列的改造。为了能够更好地实现这一目的,基于面向对象的编程方法,研究开发了新的客户关系管理系统,利用遗传算法和神经网络算法挖掘数量庞大的客户数据,从而取得客户关系管理的有效信息。利用遗传算法将数据挖掘应用到客户获取中,利用神经网络算法将数据挖掘应用到交叉营销中,并取得良好效果。
The management processes of communication and feedback are the important contents in customer relationship management （CRM）. The customer needs are understood in detail by means of the deep communication with customers, according to which the enterprise products and services are upgraded. In order to realize the above item, a new CRM system was studied and developed on the basis of the object-oriented programming method. The genetic algorithm and neural network algorithm are used to mine the massive customer data, so as to acquire the effective information of CRM. The data mining is applied to the customer acquisition by means of genetic algorithm, and also applied to the cross marketing by means of neural network algorithm. The two algorithm have perfect effect.
出处
《现代电子技术》
北大核心
2018年第1期182-186,共5页
Modern Electronics Technique
关键词
遗传算法
神经网络算法
客户关系
数据挖掘
CRM
交叉营销
genetic algorithm
neural network algorithm
customer relationship
data mining
CRM
cross marketing
