Design And Implementation Of Customer Service Quality Management System

With fast development of internet and intense competition of market, the concept of Customer Relationship Management (CRM) comes into being. CRM sets its ultra goal to improve the ability of enterprises to make profit and sets its direct goal to improve the relationship between enterprise and customer. Data Mining is the data analysis technology that finds unknown knowledge in the large amount of data. Using data mining technology to analyze customers'data, we can find customer behavior model to provide support for decision making in CRM.In this paper we discussed the Customer Service Quality Management System in design and implementation of Four-party oriented logistics information management platform. First the structure of logistics information management platform and the function of each mold are introduced. Then it analyzed the function of customer service quality management system and modeling using UML. After that, introduced data mining and decision tree in general. According to the real problem, it put the emphasis on the design and implementation of customer service quality management system. Based on C4.5 decision tree classifying method, this paper designed a method to evaluate the customer's service quality. Using this algorithm can form a series of rules that expressed the levels of customer service quality. The company can judge every customer's service quality use this rules. Finally it realized the purpose to use the result of evaluation in helping customers to choose the service provider that they satisfied. Therefore the company can improve customer satisfaction degree, then to better maintain and develop the relationship with customers.In the end, the conclusion and the future of the application of data mining for CRM are given.