摘要
客户关系管理正逐渐成为现代企业的焦点,同时也是计算机科学中的一个活跃的研究领域.该文介绍了CRM的概念、体系结构.对CRM的核心技术数据挖掘的概念和它所用的主要分析方法进行了简要说明,以保险客户获得和客户流失分析为例,利用面向属性归纳法,说明了数据挖掘技术在保险客户关系管理中的应用.
CRM is a matter of concern in modern enterprises and computer science research. This paper discusses the concept and framework of CRM. It defines the concept and gives a brief account of the major analytical methods of data mining, which are the key CRM technologies, while using the attribute - oriented induction to show the application of data mining technology in insurance CRM througn a customer chum analysis with an example of customer acquisition.
出处
《湛江师范学院学报》
2004年第6期124-130,共7页
Journal of Zhanjiang Normal College
关键词
客户关系管理
客户获得
客户流失分析
数据挖掘
面向属性归纳
CRM(Customer Relationship Management)
customer acquisition
customer chum analy- sis
data mining
attribute - oriented induction
