Design And Implementation Of Customer Relationship Management System For Petroleum Enterprises Based On Data Mining

In recent years,with the increase of market competition pressure at home and abroad in the petroleum industry,petroleum enterprises have changed from traditional market competition to customer resource competition.A petroleum comp any has established a relatively perfect network information management platform,and opened a dedicated network channel for information,which has achieved the construction of information infrastructure.But the customer information of petroleum enterprises is stored sporadically in information systems like sales management platform and logistics management platform.Customer information stored in each system which is not shared,and the customer information management is confused.There are a lot of valuable information hidden in these customer information,which plays an important role in customer management and daily sales of petroleum enterprises.The main content of this dissertation is to design and implement a customer relationship management system for a petroleum enterprise in view of the problems in customer management of the petroleum enterprise.On the irregularity of customer information management in a petroleum enterprise,this dissertation analyses the demand of customer information managemen t in a petroleum enterprise.At the same time,it communicates with the personnel of an oil enterprise,and analyses and designs the functions needed by the system.Through the analysis,the roles of CRM and the corresponding functions of the roles are obtained,and the functional and non-functional requirements of the system are analyzed.On the basis of requirement analysis,the general framework,network architecture,database and functional modules of CRM system are designed.The system is divided into five functional modules: customer information management,customer churn management,customer marketing management,customer service management and system management.The system uses Unified Modeling Language to analyze the function flow and program architecture of each module.The system is based on browser/server mode and uses JAVA as the development language.The application of data mining technology in the system classifies the customers and effectively realizes the information management of customer re lationship.Through the customer management system of petroleum enterprises,enterprises can establish long-term links with different types of customers.Through the unified data management platform in the system,the enterprise personnel can analyze the detailed information of customers,analyze the basic situation of customers and personalized needs,and provide personalized services for customers.The implementation of the system is conducive to improving the traditional customer management mode and bringing power to the development of enterprises.