从客户生命周期角分析数据挖掘技术的应用.doc

3.2、从客户生命周期角度分析数据挖掘技术的应用 3.2 Analysis of the application of data mining technology from the perspective of the customer lifecycle 在对CRM的广泛理解中，最简单的含义就是：管理所有与客户的交互行为。在实践中，这需要在客户关系的各个阶段使用与客户相关的信息来预测与客户的交互行为。客户关系的各个阶段定义为客户生命周期。客户生命周期包括三个阶段：获得客户；提高客户的价值；保持效益客户。如果将数据挖掘结合在CRM中或者作为一个独立的应用程序来实施，数据挖掘可以在每一个阶段都提高企业的收益（8。 The simplest meaning of the extensive understanding of CRM: manage all interactions with the customer. In practical use, it needs to be used in different stages of the customer relationship and customers’ related information to predict interaction with customers. The different stages of the customer relationship are defined as the customer lifecycle. There are three stages of customer life cycle: customer acquisition; customer value improvement; maintaining of beneficial customers. If data mining could be combined in in CRM or applied as a standalone application, it can improve enterprise profits in every phase（8. （1）通过数据挖掘获取新客户：在CRM中的第一步是识别潜在客户然后将他们转变成真正的客户，数据挖掘可以辅助进行客户细分，识别潜在客户（33。 （2）提高客户价值：1、数据挖掘支持客户盈利能力分析，预测客户盈利能力变动以增强客户盈利能力；2、支持客户购买行为模式分析，进行客户细分，从而提供更具针对性的个性化服务（1；3、有效进行交叉营销，向现有的客户提供新的产品和服务，实现购买推荐和升级销售（18。 （3）客户保持：包括客户忠诚度分析和客户流失警示分析。通过数据挖掘，对客户历史交易行为的分析，警示客户异常行为，并提出相应的对策建议。 (1) Acquire new customers through data mining: the first step in CRM is to identify potential customers and then develop them into true customers, and data mining is able to assist customer segmentation, identifying potential customers (33. (2) Improve customer value: 1. data mining support customer profitability analysis, predicting customer’s profitability changes to enhance his profitability; 2. support customer purchasing behavior pattern analysis to make customer segmentation, thus, higher personalized service could be provided (1; 3. making effective cross-selling, providing new products and services to existing customers, realizing purchasing recommend and upgraded sales (18. (3) Customer retention: including customer loyalty analysis and customer churn warning analysis. Data m