基于知识的制造业客户关系管理系统研究与实现

On Knowledge-Based Customer Relationship Management in Manufacturing

随着以客户为中心的竞争趋势的形成 ,客户关系管理系统的应用成为企业信息化建设的焦点。本文应用认知科学、数据仓库、智能决策分析等技术 ,并结合知识管理的先进思想 ,将知识转移和客户忠诚度智能分析等功能融入传统客户关系管理系统中 ,进而构建出适合制造业的基于知识的客户关系管理原型系统。

We present a method for constructing a knowledge based customer relationship management(CRM) system. First, the knowledge transfer framework was constructed after studying human traits in information acquirement. Consequently enterprises and customers will promote mutual knowledge and information respectively. Then we constructed the customer loyalty analysis model on the basis of customer data warehouse and decision support system (DSS). Enterprises can then recognize the loyal customers, which is significant to mining customer requirement as well as enterprise development. Finally, we presented a knowledge based customer relationship management prototype system with the application of SQL Server, active service page (ASP) technique and JAVA language.