摘要
以航空公司客户关系管理工作为基础,结合信息系统生命周期理论和在线客户价值理论,对航空公司客户关系管理部门组织结构和其业务流程做了梳理,以此为依据进行数据流程、表单设计,搭建并实现了航空公司客户关系管理系统,利用Python作为主要开发语言设计并实现了服务于航空公司客户关系管理工作的多项基本功能。并且在此基础上,结合目前航空公司客户关系管理对于客户分类和价值识别的需求,使用K-means聚类分析根据系统内的客户相关数据对客户特征和类型进行判断,并将聚类分析结果以图表的形式展现,为航空公司客户关系管理工作提供参考和支持。
Based on the airline customer relationship management and combining with the information system life cycle theory and online customer value theory, the article hackles the organization structure and work flow of airline customer relationship management department. The system uses Python as the main development language design and implementation of a number of basic functions to serve the airline customer relationship management work. On this basis and in combination with the current customer relationship management(CRM) requirements for customer classification and value identification, the K-means cluster analysis module used in this system can judge the customer characteristics and types according to the customer related data in the system, and present the clustering analysis results in the form of charts that can provide reference and support for airline customer relationship management.
作者
齐堃
陈荔
Qi Kun(Business School,University of Shanghai for Science and Technology,Shanghai 200093)
出处
《包头职业技术学院学报》
2019年第4期9-14,共6页
Journal of Baotou Vocational & Technical College
关键词
航空公司
客户关系管理
系统开发
PYTHON
聚类分析
airlines
customer relationship management
system development
Python
clustering analysis
