基于Agent的数据挖掘技术在CRM中的应用

本文针对已有的数据挖掘系统缺乏智能性,提出了一个基于Agent的智能数据挖掘系统模型,此模型把Agent本身的特点自然地引入到数据挖掘中,使整个挖掘过程具有了智能性。根据挖掘到的信息来分析和预测客户的将来行为,从而有针对性地为客户提供服务,降低决策风险,提高竞争力。     

Big Data-enabled Customer Relationship Management: A holistic approach

This paper aims to figure out the potential impact of Big Data (BD) on Critical Success Factors (CSFs) of Customer Relationship Management (CRM). In fact, while some authors have posited a relationship between BD and CRM, literature lacks works that go into the heart of the matter.Through an extensive up-to-date in-depth literature review about CRM, twenty (20) CSFs were singled out from 104 selected papers, and organized within an ad-hoc classification framework. The consistency of the classification was checked by means of a content analysis. Evidences were discussed and linked to the BD literature, and five propositions about how BD could affect CRM CSFs were formalized.Our results suggest that BD-enabled CRM initiatives could require several changes in the pertinent CSFs. In order to get rid of the hype effect surrounding BD, we suggest to adopt an explorative approach towards them by defining a mandatory business direction through sound business cases and pilot tests. From a general standpoint, BD could be framed as an enabling factor of well-known projects, like CRM initiatives, in order to reap the benefits from the new technologies by addressing the efforts through already acknowledged management paths.     

通讯专网客户关系管理的重要性

随着中国加入WTO,电信的对外开放,通讯专网进入了难得的飞速发展阶段.同时通讯专网也面临更大的市场竞争的压力.分析通讯专网运营的现状,客户关系管理方面存在的问题,以及客户关系管理可以为通讯专网带来的成效等,强调通讯专网客户关系管理的重要性.     

国内"图书馆客户关系管理"研究探析

把客户关系管理(CRM)引入图书馆管理,符合图书馆的"以读者为中心"的工作模式.简要介绍了客户关系管理的概念,回顾了我国图书馆界在"图书馆客户关系管理"方面的研究进展,并对今后在这方面的研究提出了自己的意见.     

Customer Relationship Management (CRM) systems,intermediation and disintermediation: The case of INSG

Whilst our knowledge of Customer Relationship Management (CRM) systems continues to evolve, there is still much to learn. This paper offers some relatively rare insights on the use of CRM systems and the strategic impact on the processes of intermediation and disintermediation in order to improve customer service. This research was conducted from April 2007 to 2008 using an interpretative case study approach. The case involved working with a leading international insurance company (given the pseudonym of INSG) and some of their intermediary customer service agents. The research highlights some design characteristics and philosophical insights regarding CRM system approaches and also offers some useful practical insights on the impact of CRM in changes to the deployment of some intermediaries, leading to a process of disintermediation, in order to improve customer service. In summary, some theoretical and practical implications are highlighted and discussed.     

基于客户保持的客户关系管理数据分析与设计

研究表明,客户忠诚度每提高5%,企业收入将提高25%-85%,所以保持住老客户,其价值要超过开拓新客户。本文正是基于这一目标,对CRM中的数据库进行最优化设计,从而能更有效地管理客户数据并执行数据挖掘,得到对保持客户有用的信息。     

客户关系管理理念在高校体育场馆管理中的应用

客户关系管理是以客户为中心,以企业与外部的业务交流为主导、以企业的前端业务应用为主的管理模式.对体育场馆实现客户关系管理理念,目的是加强经营者与客户之间的互动交流,主动地、规范地满足客户服务需求,向客户提供个性化的服务,开创高校体育场馆资源管理的新局面.     

CRM系统中一种管理用户权限的方案及其实现

该文针对客户关系管理(CRM)系统中安全性管理的要求,依据基本角色的访问控制(RBAC)原理,比较了已有的具体实现RBAC的方案,提出了使用NET组件技术设计以实现员工访问控制的功能.     

关联规则在CRM中的应用

数据挖掘是近几年发展起来的一种对信息资源进行开发和数据处理的新技术，而关联规则是数据挖掘的核心技术。以超市为例．通过分析顾客的购买行为，来实现将数据挖掘中的关联规则算法应用于客户关系管理（CRM）中，从而为商业提供决策支持。