The Study And Application Of Customer Relationship Management Based On Spatial Geography Information System

It is found that CRM systems contain volume of valuable spatial data and information that can be used for analyzing market in-depth, enterprise's service automation, better understanding of customer, finding sales opportunities and potential customers and decision-making, etc.Yet it would much too hard or even impossible to process these spatial data in CRM without the support of GIS(Geography Information System).This thesis is to research how to integrate GIS with CRM to enhance its functionality and serve the enterprise better.The paper researchs interrelated theories and technology of CRM, the strategy of market diversification and geography information system, adopt k-means clustering models to subdivide the customers. It implements spatialization of informations in tabacco industry such as service provider, customers and service.Considering the characteristic of the totacoo industry, using the data bind funtion of GIS component MapObjects, it can associate map data with attibute data accessed in relational database.As a result, all data and mode,such as customers' basic informations,are shown to users as a spatial visualization making use of GIS technology. Thus it will improve users'ability to master the mode and data in visualization form and it is helpful to mine spatial phenomena, courses and rules in Spatially-enabled CRM system to serve enterprise management and decision, and it will serve enterprises' decision-making.The paper realized the tabacco Spatially-enabled CRM system used Microsoft Visual Basic 6.0 and SQL Server2000.System menu bar and toolbar is desighed by ActiveBar2, so the interface is amity and utility.Tobacco Spatially-enabled CRM can help tobacco trade build up strategy of customer-centered.The paper could provide theoretical basis and means of technology realization for tobacco trade to implement Spatially-enabled CRM.And it is of great practical significance.