The Application Research Of Clustering Analysis In The CRM System Of DaLian Electric Power Supply Enterprise

CRM means the enterprises in order to ultimately improve the clients'acquisition, reservation, faithfulness degrees, creating payoff by significative communication, understanding and affecting the clients'actions. It is a complete set of advanced theory, methods and resolved schemes, and it is also bran-new enterprise management philosophy and sale theory. CRM is one of the most attentive sale and management strategies whose center is clients in the field of management. It is the outcome of the management theory combined with the information technology. It renewed designs for the correlative operation functions by means of information technology, and recomposes for correlative working flow to attract new clients, retain the old improve the clients'faithfulness and satisfaction degrees, accordingly to improve the clients'profit margin contribution degrees, and maximize client resource, ultimately improve the enterprises'benefits. Importing CRM theory and implementing CRM system can help the enterprises to much better predominate the trend of client demands, and strengthen client relations, more effectively dig and manage client resource, win the predominance in the strong market competition.The CRM system of electric power supply enterprises can make the electric power supply enterprises new regulations in the management system, organization structure and working flows, in order to make the theory of relation sale carry out the managers and operation personnel' daily working. The CRM system can effectively realize the communication of information and demand between the electric power enterprise and the clients. The electric power supply can collect and manage client's information resource by the CRM, abstract beneficial information to much better serve for the clients and electricity net safety, satisfy the demand of client requirement management, understand and affect the client action; at the same time, the electric power clients can know the policy information of the electric power supply enterprise, strengthen the sense of consideration and ascription, much scientifically and rationally use the electricity energy.This paper focuses on the following aspects of work:(1) Making expatiations on the correlative theories of CRM.(2) Making expatiations on clustering Algorithms (especially for the K-means algorithm and Genetic Clustering Algorithm), and putting forward a more effective and combinative algorithm based on the K-means algorithm and genetic clustering algorithm.(3) Making expatiations on the CRM of power supply enterprises (including: background of it's coming into being, goal, system structure, the actuality of client classification and the client classification guidelines of power supply enterprise). (4) According as actual complexion of the DaLian Electric Power Supply Enterprise, putting forward a conformable general evaluation system for its client classification, and apply ameliorated K-means Algorithm to the CRM of DaLian Electric Power Supply Enterprise, realizing the aim of client classification.