Research And Realization Of Customer Management And Customer Classification

The development of information technology make the competitive environment whichenterprises face have undergone tremendous changes,so enterprises gradually realize the importance of customer resources.In this context,customer relationship management(CRM)came into being.However,many companies are not able to implement CRM so well that they need to transform into an information-based,data-centric and customer-centric model,and to achieve this business model is the need to study customer segmentation work in order to allocate enterprise resources better,and finally to improve the companies' core competitiveness.Firstly this paper selects the classification index from the perspective of comprehensive customer relationship by improving the various disadvantages of constructing the index system according to the CLV model and emphasizing the importance between the potential customer and the growth customer.At the same time by combining the selection principle of customer classification index and analyzing the business process of the enterprise the paper designs the index system considering the current customer value,the interaction between the customer and the enterprise and the loyalty degree of the customer to the enterprise,and then analyzes the reasons for the selection of indicators and analyzes the calculation formula of each index.This paper uses the hybrid clustering algorithm based on K-means and particle swarm to reasonably and effectively classify customers.This algorithm combines the global search ability of the particle swarm algorithm and the local search ability of the K-means algorithm,and improves the global search ability of the hybrid algorithm by introducing random mutation operation to prevent it from falling into early convergence.Finally,a customer management system is established in a company based on the CRM theory and the study of customer classification evaluation.This paper designs the overall architecture and three functional modules which include the customer information management module,the sales management module and the customer consultation management module of the customer management system.The transaction coding rules are designed for the regular records of the transaction,and the database tables are designed for each module,and then the logical relationship between the database tables is planned.It provides the data support for the index system in customer classification and this paperdesigns the customer classification module on the basis of the front.At present,the system is running well,which provides a good guiding significance for enterprise management.