The Applying Of Data Warehouse Techniques In The Postal Customer Relationship Management System

Based on the requirement of Customer Relationship Management (CRM) in post and the actuality of post, the paper presents a solution of CRM, with emphasis on the aspect of technique.Postal CRM system realizes mostly the function of customer information management, marketing management, sale management and customer service management. The system realizes the centralization of the data in various postal operation system and offers powerful data query, statistic, analysis, data mining and report forms management, from which all decision-makers can obtain strategic decision-making information hereby they can establish the emphases in work, marketing strategies and medium-term and long-term development strategies.Data Warehouse, OLAP and Data Mining are the core techniques in realizing the function of decision support in CRM system. Data Warehouse means to coordinate the data in various postal operation systems to an uniform data warehouse so as to all operators and supervisors can share these data. To ensure the data consistency and integrity, these data must be pre-processed throw ETL(extracting, transforming, loading) before they are put into a data warehouse. After the data warehouse is built, OLAP technique is adopt to operate and analyze data and then the result is present in the forms of charts, tables and curves. Data Mining technique is adopt to process the data, from which potential mode can be mined, based on which, the supervisors can make right decision and optimize task structure.In this paper, first, the function and solution of postal CRM are presented. Then the core techniques required in implementing the CRM system are summarized, including Data Warehouse, OLAP and Data Mining. And last, it is introduced how to build the Data Warehouse, and OLAP and data mining on the data of postal business and customer, which are realized by Oracle techniques.