基于大数据和知识管理的客户关系管理系统的研究与应用

Research and application of customer relationship management system based on big data and knowledge management

现阶段的企业无法按照客户的重要程度对客户进行有效排序,有时客户很热情地找企业订购生产商品,之后便没了下文导致该客户的流失。本文针对此问题,通过对基于大数据和知识管理的客户关系管理系统进行研究,试从大数据分析的角度,使用大数据算法从客户下单的时间、金额、周期等维度进行分析,得到客户与企业之间可量化的关系表达方式。

At this stage, the enterprise can’t sort the importance of customers to the enterprise well, sometimes customers who are very enthusiastic to find enterprises to order production goods are provided with no response, which leads to the loss of customers. Therefore, the paper,aiming at this problem, studies the customer relationship management system which is based on big data and knowledge management. From the perspective of big data analysis, it uses big data algorithm to analyze the time, amount, cycle and other dimensions of customers’ orders, and obtains the quantifiable expression of the relationship between customers and enterprises.