The Research And Implementation Of Analyse-type CRM In Insurance Industry

Customer replacing technologies and products becomes one of the most important resources in enterprises. Efficient management for customer is enterprise's urgent requirement, hence customer relationship management (CRM) emerged with the tide of the times.The paper outlined the origin, ingredients (make-up), developing conditions of CRM and the important work that author had done in actual project.The paper introduced the technologies, developing steps, skill points and implement methods based on data warehouse and OLAP according to taking part in analysis-type CRM in insurance industry.Based on analysis of CRM, responsibilities and function-divided of DWRS, OLAPRS, SFA were given. In addition, detailed functions of DWRS and OLAPRS were provided.Combined with research work, the paper expounded the design, implementation and management method for data warehouse. The paper systematically discussed design and implement steps on multi-dimensions data model, the interlink between data warehouse and multi-sources, the capture of changed data, the increased-load of dimension table and the data cleaning by specific examples. By listing problems during instantiation, the author described corresponding solutions to these problems. With Cognos's business intelligent tools, the paper discussed the procedure of OLAP analysis, presentation and management.At last, combined with author's research field, the paper discussed design ideas and developing methods based on hierarchy-structured system and component platform from domain engineering points.