数据挖掘算法在地税行业CRM系统的-研究应用.pdf

Abstract Recently, data Mining in Customer Relationship Management System is paid more and more attention by researchers in many fields, such as banking, postal services, mobile, manufacturing, wholesale, retail, telecommunications, real estate, medical, IT, media, transportation and logistics industry. This paper focuses on the research and application on data mining clustering in the local tax customer relationship management system. At present, only a few customer relationship management systems are used in local tax industry, and even fewer customer relationship management systems which use data mining. Firstly, this paper expounds the framework of customer relationship management system and its application status in local tax industry, Secondly, we have studied some data mining clustering algorithms such as k-means algorithm, DBSCAN algorithm and AP clustering algorithm. Finally, aiming at land tax industry customer data information, we propose a hybrid clustering algorithm based on Kmedia and DBSCAN, and deal with the customer information data and use clustering algorithm on the clustering analysis, for providing policymakers strong basis. Experimental results verify the data mining application in land tax industry are feasible and effective. Keyword: customer relationship management data mining clustering customer classification 目 录 第一章 绪论1 1.1 研究背景及意义1 1.2 国内外研究现状2 1.2.1 国外研究现状2 1.2.2 国内研究现状4 1.3 本文研究内容5 1.4 论文结构安排6 第二章 相关概念综述7 2.1 客户关系管理相关概念7 2.1.1 客户关系管理的定义7 2.1.2 客户关