基于crm数据挖掘的移动客户细分模型建立与分析-计算机软件与理论专业论文.docxVIP

摘 摘 要 客户关系管理是适应现代管理思想发展起来的一种新型管理模式。它分为运作型CRM 和分析型CRM。运作型CRM积累了大量的客户数据，其中潜藏了大量的信息。为了挖掘 潜藏的信息，分析型CRM走上了时代的舞台。 本文题目为：基于CRM数据挖掘的移动客户细分模型建立与分析。在本文中。作者对 CRM以及相关领域进行了比较深入的研究，在阐述CRM及数据挖掘技术基础上，根据移 动客户业务需求，设计了相应的系统构架，建立了大客户业务多维分析模型与客户流失模型。 论文共分四章，第一章阐述了CRM的产生、发展、基本构成、功能特点、实现以及现 状和发展趋势；第二章阐述了分析型CRM中的关键技术——数据挖掘，包括它的定义、数 数据仓库，数据挖掘常用技术和未来的研究方向。第三章移动客户细分模型系统框架。第四 章模型建立与分析，使用IBM工具建立大客户业务多维分析模型与客户流失模型。 客户细分模型可以帮助企业分析客户的业务构成、客户流失等情况。使企业更好地了解 它的客户，保留客户．赢得最大的利润。 关键词： 客户关系管理、数据挖掘、数据仓库、数据集市、元数据、双变量统计、决策树 AbstractCustomer Abstract Customer Relationship Management(CRM)is a new management method being developed during the progress of modem management theory．CRM includes operational CRM and analytical CRM．A plenty of data is saved by operational CRM， in which a plenty of information is hidden．It is necessary for the development of the age to mine latent information from these data．Then analytical CRM csme into being． The subject ofthe thesis is：the constitution and analysis ofa model for the subdivision about the customers of China Mobile based on Data Mining of the CRM．In this article，the author studied the CRM and the corresponding fields．Based on the CRM and some data mining technologies and combined with the mobile customers business requirement。the author designed the corresponding system frame，and constituted the OLAP model for the VIP Customers and the churning model for the customers． This thesis consists of four chapters．The first chapter expatiates the production，’the development，the basic structures，the functions，the realization，the actuality and the trend about CRM；the second chapter studies a key technol咽’一Data Mining，and introduces its． concept，Data Warehousing，its general technologies and its trend；in the third chapter，the author constituted the third chapter the system frame of the model for the subdivision about the customers of China Mobile；finally，in the fourth chapter，“the constitution and analysis of these models”，the author used the tools supplied by IBM to constitute