Netcom Customer Value Analysis System Design And Implementation

Customers are critical for the development of enterprises.In the fierce market competition,in order to provide a quantitative basis to make customer relationship, how to analyze and calculate the value of customers effectively and accurately has become necessary contents to enhance the core competitiveness of enterprises.In developing enterprise's development and customer service strategy,customer value can be as a reference.This paper studied CRM problem and took advantage of data mining knowledge to manage and process Netcom's customer information.We analyzed and dealt with customer information to calculate the customer's current value and estimate the potential value of customers.As for the customer's value calculation,we compared and analyzed the common mathematical models.After analyzing the advantages and disadvantages of each model,we calculated the customer's value through the method which uses fuzzy math of fuzzy consistent matrix of knowledge to derived key indicator of the weight.As to the main parameters of the model,we have set up reasonably accordantly with its own characteristics of the company to make the results of the calculation suitable to their customer's real value as much as possible.In the design and implementation of the system,we used J2EE technology which is more popular currently and we made use of the MVC framework for the Web-based development,which make the system have a series of advantages such as smooth, efficient,scalable and easy to maintain,and cross-platform,etc.In the Eclipse environment we integrated the framework of Struts,Spring and Hibernate to build a reliable and scalable customer value analysis system to facilitate the interface to other systems and to expand the functionality of the system in the future.The main work of this system is as followed:the customer's history evolution, the adjustment of management services and business scope,the changes of the organizational structure,the conditions and patterns of basic behavior of related people,the business uses and value contributions and the development direction, policy management analysis regularly,which provides a basis for decision-making and the demand query and customer relationship.