客戶關系管理若干關鍵技術的研究.pdf

1、南開大學碩士學位論文客戶關系管理若干關鍵技術的研究姓名：楊濤申請學位級別：碩士專業(yè)：模式識別與智能控制指導教師：盧桂章2001.5.1ABSTRACTTherapidgrowthofscienceandtechnologyandtheintensecompetitionofmarketeconomyinrecentyearshavecausedthedifferenceofproductqualitytobeverylittleTher

2、eforecustomersdon’tmerelypurchaseproductsonthebasisofproductqualityanymoreMoreandmorecustomersmakemuchofservICetYP6，serviceaualityandtimeliness，andmoreandmoreentrepreneursbegintealizethatcustomerresourceisoneoftheindispe

3、nsableelementsofenterprisedevelopmentCustomerRelationshipManagement(CRM)emergesasthetimesrequire，whichwillbeakeyweapontowinvictoriesandmakeprofitsinthe2lthcenturyCRMestablishesmarketmodelandclassifiescustomersbyanalyzing

4、custominformationAccordingtheanalysisresults，CRMcarriesoutdift’erentstrategiestodifferentcustomersSOastomeetcustomers’needsandtherebymakeprofitsACRMsystemcanassistanenterpriseinsomeaspectsasfollows：●Efficientlyextracting

5、andintegratingthekeyinformationfromhugeamountsofcustomerinformation●Systemusercanaccessenterprise’Sbusinesssystemtogetcustomerinformationwithoutregionrestriction●Increasingsalesmen’Sachievementandincome；andreducingaverag

6、ecostofmarketing●Identifyinguniquecharacteristicsofeachcustomerwithintheorganizations’customerprofile●Evaluatingthecurrentandpotentialvalueofeachcustomersegments●MakingtheenterprisedealwiththeturnofthemarketoutofhandInth

7、isdissertation，wediscusssorneconceptsofcustomerintheCRM，expounddataminingtechnique，whichisoneofthekeytechniquesofCRM，andpresentauniversalCRMmodelThemodelisdividedintofourpans：contactcenterstoringofinformationcenteroperat

8、ioncenterdecisionmakingcenterandfivemodules：marketadrninistrationmodule，marketingmanagementmodule，customerserviceandsupportmodule，storingofinformationmodule，decisionmakingmoduleWeelaborateeachmoduleandrelationsamongthemI