基于ASPCRM的五金工具制造商务智能技术研究.pdf

浙江工业大学
硕士学位论文
基于ASP/CRM的五金工具制造商务智能技术研究
姓名:杜国标
申请学位级别:硕士
专业:计算机应用技术
指导教师:赵燕伟
20080301
浙江工业大学硕士学位论文
基于ASP/CRM的五金工具制造商务智能技术研究
基于ASP/CRM的五金工具制造商务智能技术研究
摘要
客户是企业最重要的资源和财富,客户关系管理(CRMの已经成为
企业管理的核心。大部分中小企业是以客户为中心经营管理的,他们
迫切想解决的问题是对稀缺的客户资源进行深度挖掘,分辨出不同的
客户价值,满足客户的需求,提高企业利润和竞争力。针对浙江省中
小五金工具制造业的特点和信息化需求,本文提出了一种基于
ASP/CRUM的五金工具制造商务智能技术方案,主要内容如下:
1、对国内外客户关系管理的研究与应用现状进行了分析与归纳,
指出了国内CRM存在问题,揭示了客户关系管理的发展方向。
2、在对ASP技术和商务智能技术作了总结的基础上,给出在ASP
模式下构建具备商务智能的CRM系统整体构架和整体解决方案。
3、设计了用于CRM的数据仓库,给出了详细的CRM数据仓库设计
的步骤
设计和应用各种客户数据控掘算法,如运用贝叶斯算法对客户
购买模式分类,澘在客户预测,运用龚珀兹( Gompertz)增长曲线模型做销
售预测等等。
5、开发了基于ASP/CRM的五金工具制造商务智能原型系统,不仅
实现了一般CRM的功能而且实现了各种客户群体特性分析,客户购买
模式分析,销售量、利润的分析预测,市场活动效果分析,客户保留
与流失分析等功能,可为企业提供有效的决策支持。
关键词ASP,商务智能,客户关系管理,数据仓库,数据挖掘
浙江工业大学硕士学位论文
基于 ASP/CRM的五金工具制造商务智能技术研究
RESEARCH IN BI BASED ON ASP/CRM
ABSTRACT
The customer is the most important resources and wealth to an enterprise, th
customer relationship management(CRM)has already become the core of business
management. Most small and medium enterprises are focused on the customer in their
anagement and administration. How to In-depth Data Ming on shortage resources of
customer How to discover their different commercial value, how to meet the customer s
requirement, and how to promote the enterprise's profits and competivity, whitch is the
enterprise eagerly to sove. Target to Zhejiang Province small to midsize hardware
business characteristic and the informatization requirement, this thesis proposes one
kind small to midsize hardware business BI solution basis on ASP/CRM. My research
mainly the following aspect
1 It analyses and sums up the research and application situation on CRM both at
home and abroad, and point out the CRM problem inland, and figure out the future
development orientation
with summarized the characteristic of ASP and BI technology, it build the
CRM integer framework and solution with BI based on ASP model
3, It has designed CRM datawarehouse, with design step in detail
4. It designs and applies all kinds of customer datamining algorithm,for an
instance. by using Bayes algorithm to classifying customer buy model, and forecast
potential customer, and by using Gompertz model to forecast market
5, It developed a hardware manufacture BI protosystem basis on ASP/CRM,by this
system it not only realize the normal CRM function but also can analysis on custome.
group characteristic、 customer buy model、 market、 profits、 marketing activity
effection, customer keeping or losing and so on it really gives decision support for
enterpnses
Keywords: ASP, BI, CRM, Data Warehouse, Data Minin