基于agent的客户关系管理模型研究-管理科学与工程专业论文.docxVIP

Research Research of Customer Relationship Management Model Based on Agent Abstract Customer Relationship Management is a new management mechanism aimed to improve the relationship between the enterprise and its customers．CRM implement in the fields related to the customers，such as marketing、sale、service and technology support．On the one side，CRM attract and maintain more customers by supplying high quality services to improve the customer values，SO the high quality service is the most important measure；On the other side，the enterprise must reduce the cost by managing the operation process，the enterprise extend the function of CRM system according to its business status and information system building status at different times，thereby to satisfy the different demands from department、cooperation and enterprise． This paper analyzes the CRM system by using the Agent method，involving two fields of CRM and Agent．The aim of using Agent to build the function modules of CRM system is to improve the ability of quick response and flexibility． Because the customers are the most impotent resource of the enterprise，this paper analyze the traditional customer service by detail，and analyze the operation levels of service and propose the customer service system base on Agent．By the way of improving the efficiency of service，this paper farther analyze how to use Case—based Reasoning to search the historical cases as the resolve method of new similar service task． The final aim of CRM iS the customers，enterprise iS likely to maintain the relationship with its own customers for a long time，at the mean while，it Iike to have more potential customers．So how to find potential customers by its own customers is the important problem．This paper propose the thought ofusing“Small World Network”theory to analyze customer relationship，aimed to build the smooth communication channel within customers，and propose a new way for the enterprise to find its potential customers． Key words：Customer Rela