ECRM Based On Intelligent Data Mining Analysis System Design And Implementation

CRM (Customer Relationship Management)system is an important tool forenterprises to understand more about their customers and seize the market, whileeCRM(electronic Customer Relationship Management) system owes more advantagesthan the precious one, that is, based on the electronic comerce, eCRM can meetcustomers’ satisfication better. During the implement process of eCRM, the most valuedstep is data analysis. With data mining technology, businesses can find unknownknowledge from the large amount of customer data, then improve customer loyalty,enhance enterprise core competence.This thesis begins with discussing the problems existing in CRM system, thensummarizes the related concepts of eCRM system. Based on the former discussions, thecurrent eCRM system hasn’t built a strong enough data analysis function, which is thekey problem we want to solve in this thesis. Data warehouse and data mining are thetwo most important technologies in data analysis of eCRM system. In this thesis, threealgorithms(ID3Decision Making Tree Algorithm, K-means Clustering Algorithm,Apriori Algorithm) are discussed in de tail. Then, a new algorithm named Weighted ID3Decision Making Tree Algorithm is put for ward and discussed. Finally, these threemethods were implementedAt last, a customer churn analys is method based on Weighted ID3DecisionMaking Tree Algorithm, a customer value analysis method based on K-meansClustering Algorithm and Weighted ID3Decision Making Tree Algorithm, across-selling method based on Apriori Algorithm are proposed and realized. Finally, anexample of the management system is designed and implemented. The experimentshowed that the three algorithms discussed in this article is entirely feasible, relativelysimple to operate, through the analysis of experimental results, the algorithm has acertain degree of rationality in the actual operation, and could meet our needs.