本文選題：客戶關(guān)系管理　切入點(diǎn)：聯(lián)機(jī)分析處理　出處：《華北電力大學(xué)》2013年碩士論文

【摘要】：近年來,全球經(jīng)濟(jì)逐步走向一體化,隨著市場競爭的加劇,買方市場逐漸形成,使得客戶的需求也趨向于多樣化和個性化。實(shí)際上,長期以來,企業(yè)在與客戶交易過程中是存在著大量的交易數(shù)據(jù)和客戶數(shù)據(jù)的,由于缺乏挖掘潛藏其中的有用信息,影響了企業(yè)效益。 客戶關(guān)系管理系統(tǒng)(Customer Relationship Management, CRM),是一種旨在改善企業(yè)和客戶之間關(guān)系的新型管理機(jī)制。通過管理現(xiàn)有客戶信息資源,收集分析客戶群的需求等,制定對應(yīng)策略,挖掘潛藏商業(yè)機(jī)會。通過CRM企業(yè)在摸清客戶的實(shí)際需求及偏好之后,通過數(shù)據(jù)分析和數(shù)據(jù)挖掘,為客戶提供定制產(chǎn)品和推送信息的服務(wù),更好的促成交易。 本文在深入研究數(shù)據(jù)倉庫、OLAP、數(shù)據(jù)挖掘等關(guān)鍵技術(shù)的基礎(chǔ)上,針對晶品網(wǎng)客戶關(guān)系管理的特點(diǎn),開發(fā)出基于Web的客戶關(guān)系管理系統(tǒng)。 首先,對晶品網(wǎng)需求進(jìn)行調(diào)研,創(chuàng)建了Jpeen_CRM數(shù)據(jù)倉庫。其次,創(chuàng)建了用于分析客戶交易行為的OLAP多維立方；利用決策樹算法創(chuàng)建了客戶選擇眼鏡分類的挖掘模型,給出了剪枝優(yōu)化決策樹；用決策樹模型對用戶進(jìn)行分類,根據(jù)客戶類型和關(guān)注的同類商品熱度進(jìn)行產(chǎn)品推薦。最后,在J2EE平臺上實(shí)現(xiàn)了晶品網(wǎng)的Jpeen客戶關(guān)系管理系統(tǒng),為Jpeen公司提供決策支持,從而可以更好的為客戶提供服務(wù),并使公司在激烈的競爭中占有優(yōu)勢,提高公司的核心競爭力。
[Abstract]:In recent years, the global economy has gradually moved towards integration. With the aggravation of market competition, the buyer's market is gradually formed, which makes the customer's demand tend to be diversified and individualized.In fact, for a long time, there are a large number of transaction data and customer data in the course of dealing with customers. Because of the lack of useful information hidden in them, the efficiency of enterprises is affected.Customer Relationship Management system (CRM) is a new management mechanism aimed at improving the relationship between enterprises and customers.Through the management of existing customer information resources, collect and analyze the needs of customer groups, formulate corresponding strategies, explore potential business opportunities.After knowing the actual needs and preferences of customers through CRM enterprises through data analysis and data mining to provide customers with customized products and push information services better facilitate the transaction.In this paper, based on the research of key technologies such as data warehouse and data mining, a customer relationship management system based on Web is developed according to the characteristics of customer relationship management in crystal product network.First of all, the requirement of crystal product network is investigated, and Jpeen_CRM data warehouse is established.Secondly, the OLAP multidimensional cube used to analyze customer transaction behavior is created; the mining model of customer selection glasses classification is created by using decision tree algorithm, and the pruning optimization decision tree is given, and the decision tree model is used to classify users.Recommend products according to the customer type and the heat of the same kind of goods concerned.Finally, the Jpeen customer relationship management system is implemented on the J2EE platform, which provides decision support for Jpeen company, which can provide better service to customers and make the company have the advantage in the fierce competition.Improve the core competitiveness of the company.
【學(xué)位授予單位】：華北電力大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TP311.52

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