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制造业CRM中的数据挖掘应用体系
Alternative TitleApplication architecture of data mining in manufacture CRM
金鹏; 朱云龙; 胡琨元
Department先进制造技术研究室
Source Publication中南大学学报
ISSN1672-7207
2007
Volume38Issue:SPages:739-745
Contribution Rank1
Funding Organization国家自然科学基金重点资助项目(70431003)
Keyword数据挖掘 制造业crm 客户评价指标 群体智能
Abstract在对制造业客户关系管理中的数据挖掘应用进行分析的基础上,提出业务应用、评价指标以及数据挖掘功能间的映射关系,研究数据挖掘在客户细分、客户流失预测、客户价值分析、交叉销售和纵深销售、客户转移模式分析等5个制造业客户关系管理领域中的应用,采用自行研究和改进的基于群体智能思想的聚类分析、分类规则挖掘、客户转移模式分析等数据挖掘方法,建立一个系统的制造业客户关系管理中的数据挖掘应用体系。最后以一个汽车制造企业的客户数据为实例,对该应用体系进行验证。结果表明该体系能够分析处理制造企业客户关系管理的多个应用领域,为制造企业的市场决策提供全面的支持。
Other AbstractApplications of data mining can support manufacture CRM effectively,and a systematical architecture of data mining is needed for every aspects of manufacture CRM.The mapping relationships among business applications,evaluating indicators and data mining methods were presented.Based on the mapping relationships,these business applications,including customer segmentation,customer churn prediction,customer value analysis,cross-selling/up-selling,and customer change model analysis,were studied.Data mining methods based on swarm intelligence including clustering analysis,classification rules mining,and customer change mining were adopted.The application architecture of data mining in manufacture CRM was built.Finally,the architecture was illustrated with a customer data set of an automobile company.
Language中文
Document Type期刊论文
Identifierhttp://ir.sia.cn/handle/173321/3976
Collection工业信息学研究室_先进制造技术研究室
Corresponding Author金鹏
Affiliation1.中国科学院沈阳自动化研究所
2.中国科学院研究生院
Recommended Citation
GB/T 7714
金鹏,朱云龙,胡琨元. 制造业CRM中的数据挖掘应用体系[J]. 中南大学学报,2007,38(S):739-745.
APA 金鹏,朱云龙,&胡琨元.(2007).制造业CRM中的数据挖掘应用体系.中南大学学报,38(S),739-745.
MLA 金鹏,et al."制造业CRM中的数据挖掘应用体系".中南大学学报 38.S(2007):739-745.
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