Data Mining Techniques And Its Application In The Postal Customer Relationship Management System

Based on the requirement of Customer Relationship Management (CRM) in enterprise today, this paper presents a solution of postal CRM, with emphasis on the aspect of technique. The core techniques in realizing CRM are Data Mining and related techniques such as Data Warehouse and On-line Analysis Process (OLAP).Data Mining means to mine the data in the data source with its kinds of algorithms, to obtain the knowledge and rules behind the data. The whole process of Data Mining includes the following steps. First, pre-process the data in vary heterogeneous data sources throw ETL to obtain integrated and consistent data. These data are put in a data warehouse in the form of multi-dimension form. Second, maintain and manage the data in the data warehouse. Third, OLAP analysis and Data Mining are made on the data. Last, display the results of analysis and mining in the forms of reports, charts and graphs, which may be used by users to make decision support.Data Mining is used to implement postal CRM System in this paper. First, the core techniques required in implementing the CRM System are presented,which include Data Warehouse, OLAP and Data Mining. And then it is introduced how to build and maintain the Data Warehouse, including the process of ETL. Then, OLAP and data mining the data in the postal CRM System are made. Last, the GUIs of the system are given.The whole process is illustrated with the products serials of Oracle 9i.