Research And Application On Key Technologies Of Internet Shopping System Based On CRM Strategy

With the globalization of competition and the individuation of customer demands, manufacturing enterprises need to pay more attention to CRM strategy. The enterprises' Internet shopping system , which is very important when the enterprise put CRM strategy into practice, serves as an important connection between enterprises and customers. Based on summarization of relative research results of domestic and oversea experts, CRM strategy is applied to the Internet shopping system in both the customer data and environment in this dissertation. The theory and method of extracting, analyzing and applying on customer data are studied. With regard to customer environment, a method of VRML- based product appearance customization on Internet is put forward. And CRM strategy is applied to an Internet furniture shopping system.In chapter 1, the key idea of CRM strategy, which is the fundamental theory of the dissertation, is expressed. On the base of analysis of research status of domestic and oversea CRM strategy, the background, significance and content of this dissertation are discussed.In chapter 2, on the base of analysis of the sources and requirement of customer' s data, the customer data model is established. The method of extracting customer basic data, customer opinion data and customer shopping history data is discussed. Meanwhile, this chapter expatiates the requirements to set up customers' databases and their functions.In chapter 3, on the base of association rules mining theory, a method of extracting products' association knowledge, supported by the behavior of the customer' s shopping, is formed. The basic processes of data mining are illuminated, and the integration technique of association rules mining, database and WWW is expatiated. At the same time, the algorithm of association rules mining is analyzed and the method to realize it is studied.In chapter 4, on the base of analyzing the differences between shopping on the Internet and traditional shopping, and the psychology factors of customer shopping, the principles of customer data application are summarized. Furthermore, the chapter illuminates a method of forming web-enabled data format and the application approaches of customer data, and expatiates several feature customer data-based functions of Internet shopping system.In chapter 5, customization environment is meliorated by a method of product appearance customizat/o/7 in virtual environment constructed byVRML on Internet. We focus on how to construct VRML model of product for customization and on appearance customization in the interactive virtual environment using Java and EAI on Internet. And the classification of appearance customization is discussed and the common methods of customization are studied.In chapter 6, the framework and main functions of the Internet shopping system system are explained. Also we study the B/S-based integration method of Internet Shopping System and PDM.In chapter 7, the work of the dissertation is summarized and the future research is put forward.