CRM中客户关系分析评价方法研究

Research on Analyzing and Evaluating Technologies for Customer Re la tionship in CRM

过分饱和的、需求驱动的市场使客户成为企业的重要财富,而CRM是改善企业与客户之间关系的新型管理机制。文章论述了CRM的产生与发展、国内外发展现状、市场前景及发展趋势。重点讨论了分析型CRM的有关问题。研究了怎样利用数据挖掘技术的各种方法,在分析型CRM的客户评价系统中进行客户关系指标评价以及市场预测等。

In this paper,the occurrence and the development of CRM are discussed and the problem and application about Analytical CRM is especially remarked.The development tendency and the market foreground of CRM is analyzed.Some algorithms about data mining are introduced.It is studied that how to score the key figures in customer relationship and how to forecast the tendency of the market through the appropriate method of data mining.