Research On Application Of Statistics Based Data Mining In Customer Relationship Management

Enterprise is inseparable from the market. fierce competition in the market and the tide of economic globalization lead to customer-centric enterprises, which mastering more accurate customer information, givingrapid response to personalized customer needs, providing customers with more convenient channels through which to buy, bettering after-sale services and regular care is indispensable. That is the core of customer relationship management content. With the growing volume of information, customer relationship management (CRM) is facing the challenges brought about by the "information explosion".Customer relationship management implementation requires a strong technical support, data mining from its intricate and complex data extraction capabilities of useful knowledge which in CRM have broad application. To really work in commerce activities, data mining should be linked to commerce process. And the knowledge it try to find out is not obvious. The main aspects of data mining used in CRM are searching of new customer, cross-selling, customer maintaining, customer classificationand the profits ability recognizing.Letting the statistical methods and techniques work throughout the entire data mining is the main considering of the thesis. There are both theories and demonstrations which sustain the application of statistics based data mining. Reviewing the achievement made in CRM and data mining, the thesis try to reason that the further development of CRM depend on data mining by studying the evolvement and actuality of CRM This paper puts forward the connotation of CRM and ulteriorly demonstrates that statistical based data mining is the same with CRM. And then it sum up the flow of data mining as well as the way in which models be made. There are 2 chapters dealing with the demonstration of customer classification and cross-selling. Taking customer relationship management in telecommunication industry for example, this thesis drew this conclusion through the right customer information mining, the establishment of a customer segmentation model, the analysis of value-added telecom services and cross-selling forecast models, those enterprises can get helpful findings and Suggestions which is operable in the development of an effective, scientific based marketing strategy. The thesis gives a good support to the implementation of CRM.