CRM System Research And Design Based On Data Mining

CRM (customer relations management: Customer Relationship Management) is not only an enterprise management mode of customer-centric, but also an integrated system. After integrating the department operation module, this mode is used to the work routine to provide the decision support for enterprise, by the operation automation of every department to customer and the computer information technology so on. This is a decision data-driver process. The application of data mining in CRM can extract the useful knowledge and rules to enterprise decision from voluminous data about the customers.This thesis analyzes the application of basic theories of data mining in CRM, summarize the basic theories and development status of data mining research and describes the theories, methods and application about CRM. This thesis researches the current information state, sale process and marketing state of the manufacture enterprises in home. This thesis proposes the existing problems and solutions in customer resource management of manufacture enterprises, discusses the data mining implementing process in CRM. This thesis applies work flow technology to CRM business process, on the basis of software architecture framework based on B/S structure. This thesis analysis, plan and design the customer relationship management, that suit the enterprise in home on the current, and achieves software framework of the CRM for the domestic manufacture enterprises, based on data mining. This thesis discusses the method and process of data mining using to CRM system, and practices the data mining model combining the component technology. This thesis redefines the interaction model of enterprise and user through the Web, confirms that data mining is effective in the application of customer relationship management, explores and practices major process and general analysis method that data mining apply to customer relationship management. The work has importantly practical significance for data mining researching practically.Author designs an enterprise-class customer relationship management application system completely based on Web, which based on the framework and data mining model of this paper designing and researching. This system will assist enterprise to establish a unified customer resource, expand sales channel, identify the best market model, standardize enterprise sales process, provide scientific analysis methods, make lasting customers system, discovery important customers and potential partners rapidly, then enhance the profitability of enterprise. This system make useful attempt for data mining technology applying in the customer relationship management, and provides an effective and viable technological means that can improve the real-time and availability of customer relationship management.