Designation And Investigation To CRM About Comminution Departmation

Customer relationship management(CRM)is the whole management process of the interactivities between enterprises and customers.Data Mining.Technique can find out good models automaticly from enormous data with which people may forecast the customers' activities.Data mining application for CRM can help users build analysis CRM platform, consequently disposes information intelligently,and finally provides timely,exact,scientific decision basis for alllevels of marketing decision makers.This paper is on the background of the building of jinan mobile telecommunication company's management analysis system,combines the basic theory and methods of CRM,data mining and data warehouse,introduces in detail how to setup the CRM based on data warehouse technique,and how to apply data mining technique for CRM.At first,this paper introduces briefly what CRM,data mining and data warehouse are,which setup the stable foundation for the building of the management analysis system and application for CRM.Then based on the jinan mobile telecommunication company's actuality in which data is separated,difficult to be accessed and organized,designs the management analysis system based on data warehouse.Including four parts:system structure,system function,process control and the building of data warehouse.There system structure includes three-layers system structure and network structure based on B/S model;the main function modules consist of users development analysis,operation development analysis,proceed analysis, market competition analysis,service quality analysis,marketing management analysis and key customers analysis;process control comprises the main operation process and the realization of system interfaces;the building of data warehouse involves how to extract,transform,load the data,modeling,and the management of metadata.Next explain the whole process of the application for CRM with the example of customer subdivision and customer loses rate prediction.