基于实例推理(CBR)在客户关系管理(CRM)中的应用

The Application of Case Based Reasoning (CBR) in the Customer Relation Management (CRM)

提出了将基于实例推理技术应用到客户关系管理中,介绍了客户关系管理中实例的表达、检索、修改、存储等4个环节的实现方式和关键技术,得到一种适用于企业客户关系实例足够丰富的情况下,高效实现客户关系管理的方法。

This paper puts forward the application of Case Based Reasoning in the Customer Relation Man- agement,introduces key technology and implementing methods of the four links in the case of customer re- lation management:case expression,case search,case revampment,and case storage,and proposes the efficiency method to realize Customer Relation Management in the situation that there are sufficient cases of enterprise-customer relations.