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主办:中国优选法统筹法与经济数学研究会
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中国管理科学 ›› 2003, Vol. ›› Issue (1): 53-59.

• 论文 • 上一篇    下一篇

数据挖掘技术在CRM中的应用

张喆1, 常桂然2, 黄小原1   

  1. 1. 东北大学工商管理学院 辽宁 沈阳 110004;
    2. 东北大学信息科学与工程学院 辽宁 沈阳 110004
  • 收稿日期:2002-05-27 修回日期:2002-12-08 出版日期:2003-02-28 发布日期:2012-03-06
  • 基金资助:
    辽宁省自然科学基金资助项目(9910200208)

The Application of Data Mining Technology in CRM

ZHANG Zhe1, CHANG Gui-ran2, HUANG Xiao-yuan1   

  1. 1. Faculty of Business Administration, Northeastern University, Shenyang 110004, China;
    2. Faculty of Information Science & Engineering, Northeastern University, Shenyang 110004, China
  • Received:2002-05-27 Revised:2002-12-08 Online:2003-02-28 Published:2012-03-06

摘要: 客户关系管理(CRM)是数据挖掘技术的重要应用领域,也正是因为具有数据挖掘技术的支持才使CRM具有越来越广泛的市场价值和研究价值。本篇论文综述了面向CRM的数据挖掘应用的总体研究情况。包括面向CRM数据挖掘的体系结构;从客户生命周期的角度和行业应用角度分析了CRM中数据挖掘的应用状况;最后结合当前数据挖掘技术的发展指出了CRM中数据挖掘应用的进一步发展趋势以及我国在该领域的研究方向。

关键词: 数据挖掘, 客户关系管理(CRM), 知识发现, 决策支持, 电子商务

Abstract: Customer relationship management(CRM)is an important application field of data mining.Due to the support of data mining technique,CRM has more and more extensive marketing value and research value.In this paper,a survey of data mining applications for CRM is provided to investigate the use of data mining.The system structure of data mining for CRM is described.From the angles of customer life cycle and industry applications data mining applications are analyzed.Finally,combined with the current development of data mining techniques,further research trends of data mining applications for CRM and research directions of data mining technology application in CRM in China are indicated.

Key words: data mining, customer relationship management(CRM), knowledge discovery, decision support, electronic commerce

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