【摘要】：研究客戶關(guān)系管理在保險(xiǎn)公司中應(yīng)用，對(duì)與保險(xiǎn)公司自身競(jìng)爭(zhēng)力的提升是十分重要的。大量學(xué)者用不同的方法、從不同角度研究了客戶關(guān)系管理在保險(xiǎn)業(yè)中的應(yīng)用，但是并沒有形成絕對(duì)的共識(shí)。值得注意的是前人的研究大多是從定性的角度對(duì)客戶關(guān)系管理應(yīng)用進(jìn)行分析，而從定量的角度分析還比較少。隨著數(shù)據(jù)挖掘技術(shù)的發(fā)展，，人們逐漸意識(shí)到數(shù)據(jù)挖掘技術(shù)應(yīng)用到保險(xiǎn)公司客戶關(guān)系管理的重要性。本文將數(shù)據(jù)挖掘技術(shù)中決策樹算法和傳統(tǒng)的客戶關(guān)系管理相結(jié)合來(lái)研究?jī)烧咴诒ｋU(xiǎn)公司中的應(yīng)用。 本文第1章主要介紹選題背景和意義，國(guó)內(nèi)外文獻(xiàn)綜述及論文的結(jié)構(gòu)安排和研究方法。第2章本章是本文的理論基礎(chǔ)，本章論述了客戶關(guān)系管理理論，分析客戶關(guān)系管理應(yīng)用到保險(xiǎn)公司的必要性，并結(jié)合我國(guó)實(shí)際情況，分析了我國(guó)保險(xiǎn)公司目前應(yīng)用客戶關(guān)系管理系統(tǒng)的現(xiàn)狀。第3章為本文的模型構(gòu)建及方法介紹部分，闡述了數(shù)據(jù)挖掘技術(shù)的相關(guān)理論，并對(duì)決策樹算法進(jìn)行了重點(diǎn)闡述，綜合比較了決策樹技術(shù)的幾種算法。根據(jù)第2章及第3章的相關(guān)理論與方法，本文第4章進(jìn)行了實(shí)證分析，首先選取了一個(gè)保險(xiǎn)公司樣本的大量數(shù)據(jù)，然后按照數(shù)據(jù)挖掘技術(shù)的過(guò)程，對(duì)數(shù)據(jù)中隱含的信息進(jìn)行了實(shí)證分析，分析結(jié)果顯示保費(fèi)是影響保險(xiǎn)公司客戶流失的最主要因素。過(guò)于理想的準(zhǔn)確率是由于所選擇數(shù)據(jù)的屬性值較少，但從另一方面也說(shuō)明了保費(fèi)的重要性。第5章為政策建議部分，根據(jù)實(shí)證分析結(jié)果，提出了一些相對(duì)應(yīng)的政策措施。 本文采用的決策樹算法能夠定量的分析影響企業(yè)客戶流失的因素，定量分析與定性分析相結(jié)合，具有很強(qiáng)的理論及現(xiàn)實(shí)意義，本文結(jié)論具有一定參考作用。
[Abstract]:It is very important to study the application of CRM in insurance companies. A large number of scholars have studied the application of CRM in the insurance industry from different angles with different methods, but there is no absolute consensus. It is worth noting that most of the previous studies are qualitative analysis of the application of customer relationship management, but from the point of view of quantitative analysis is relatively small. With the development of data mining technology, people gradually realize the importance of applying data mining technology to customer relationship management of insurance companies. In this paper, the decision tree algorithm in data mining technology and the traditional customer relationship management (CRM) are combined to study their application in insurance companies. The first chapter mainly introduces the background and significance of the topic, literature review at home and abroad, the structure of the paper and research methods. Chapter 2 is the theoretical basis of this paper. This chapter discusses the theory of customer relationship management, analyzes the necessity of the application of customer relationship management to insurance companies, and combines the actual situation of our country. This paper analyzes the current situation of the application of customer relationship management system in Chinese insurance companies. Chapter 3 is the part of model construction and method introduction in this paper. The related theory of data mining technology is expounded, and the algorithm of decision tree is expounded emphatically, and several algorithms of decision tree technology are compared synthetically. According to the relevant theories and methods in Chapter 2 and Chapter 3, the fourth chapter of this paper carries on the empirical analysis, first selects a large number of data of the insurance company sample, then according to the data mining technology process, The results show that the premium is the most important factor affecting the customer turnover of insurance companies. The over-ideal accuracy is due to the fact that the selected data has fewer attribute values, but on the other hand, it also shows the importance of the premium. The fifth chapter is the policy suggestion part, according to the empirical analysis result, has proposed some corresponding policy measures. The decision tree algorithm used in this paper can quantitatively analyze the factors that affect the customer turnover of enterprises. The combination of quantitative analysis and qualitative analysis has a strong theoretical and practical significance. The conclusion of this paper has a certain reference role.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：TP311.13

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本文編號(hào)：2276586