CRM中模糊数据挖掘及客户生命周期价值与客户满意度研究
|
摘要
客户关系管理(CRM),是在网络经济时代提升企业竞争能力,实现并提高企业价值的必然要求。数据挖掘(DM),是CRM中的关键技术之一,使企业获得客户的深层次信息成为了可能。本文的选题,目的在于构建一个全新的解决方案,使企业在客户服务、市场竞争、销售及支持方面形成彼此协调的全新的关系实体,为企业带来长久的竞争优势。
本文首先分别归纳了国内外CRM和DM的研究现状,系统地阐述了CRM和DM的基础理论。然后,在客户分类的研究中,创造性地引入模糊数据挖掘技术,通过确定模糊集、建造模糊相似矩阵和聚类分析,系统地分析了客户的特征,提高了应用效果;在客户生命周期价值和客户满意度的研究中,创造性地引入客户行为分析决策支持系统和客户满意度指数模型,选择出有价值的客户,提高了应用效果;在CRM系统开发和建设的研究中,创造性地引入工程化项目管理理论和方法,采用计划评审技术与模糊数学相结合的方法,实现了较快的系统开发速度、较好的系统开发质量、较低的系统开发成本,同时降低了系统开发的风险,提高了应用效果。文章的最后,围绕CRM系统应用的几个关键领域,有针对性地提出了实施策略,具有一定的应用价值。
本文的理论价值和应用前景十分广阔,不仅借鉴了国内外CRM和DM应用的成功经验,还结合了中国的国情,有指向性地提出了企业如何引进和应用CRM的关键策略。
Customer Relationship Management (CRM) is quite necessary in internet era to help enterprises heighten competitive capability and fulfill enterprises value. Data Mining (DM), which is the key of CRM, makes it possible for enterprises to obtain the detailed information of customer. This thesis aims at constructing a brand-new solution for enterprises to build up a new related entity to integrate customer service, competition, sales and support, which further brings enterprises sustainable advantages in competition.
The thesis first summarizes the studies done so far in the field of CRM and DM domestically and internationally respectively. The basic theories in the field of CRM and DM are introduced systematically. Further analysis is structured as follows. Regarding the customer classification via fuzzy data mining, we improve the effects of application and analyze customers features systematically by selecting fuzzy sets,constructing fuzzy similar matrix and cluster analysis. As for the customer lifetime value and customer satisfaction, we improve the effects of application by building up the decision support system for customer behavior analysis and the model of index system of testing customer satisfaction, upon which we have selected valuable customers. With the development and construction of CRM system, based on the theory of engineering project management, we improve the effects of application through the method combining the program evaluation and review technique and fuzzy mathematics, which leads to the system development with more efficiency, better quality and lower expense and simultaneously minimums the risks related to system development. Finally, we propose the implementations according to the keys of CRM application system, and prove its application value.
The contribution of this thesis has precious theoretical value and extensive application. By combining successful experiences of CRM and DM’s application domestically and internationally with development status of China, we put forward the key strategy for enterprises to adopt and apply the CRM.
本文首先分别归纳了国内外CRM和DM的研究现状,系统地阐述了CRM和DM的基础理论。然后,在客户分类的研究中,创造性地引入模糊数据挖掘技术,通过确定模糊集、建造模糊相似矩阵和聚类分析,系统地分析了客户的特征,提高了应用效果;在客户生命周期价值和客户满意度的研究中,创造性地引入客户行为分析决策支持系统和客户满意度指数模型,选择出有价值的客户,提高了应用效果;在CRM系统开发和建设的研究中,创造性地引入工程化项目管理理论和方法,采用计划评审技术与模糊数学相结合的方法,实现了较快的系统开发速度、较好的系统开发质量、较低的系统开发成本,同时降低了系统开发的风险,提高了应用效果。文章的最后,围绕CRM系统应用的几个关键领域,有针对性地提出了实施策略,具有一定的应用价值。
本文的理论价值和应用前景十分广阔,不仅借鉴了国内外CRM和DM应用的成功经验,还结合了中国的国情,有指向性地提出了企业如何引进和应用CRM的关键策略。
Customer Relationship Management (CRM) is quite necessary in internet era to help enterprises heighten competitive capability and fulfill enterprises value. Data Mining (DM), which is the key of CRM, makes it possible for enterprises to obtain the detailed information of customer. This thesis aims at constructing a brand-new solution for enterprises to build up a new related entity to integrate customer service, competition, sales and support, which further brings enterprises sustainable advantages in competition.
The thesis first summarizes the studies done so far in the field of CRM and DM domestically and internationally respectively. The basic theories in the field of CRM and DM are introduced systematically. Further analysis is structured as follows. Regarding the customer classification via fuzzy data mining, we improve the effects of application and analyze customers features systematically by selecting fuzzy sets,constructing fuzzy similar matrix and cluster analysis. As for the customer lifetime value and customer satisfaction, we improve the effects of application by building up the decision support system for customer behavior analysis and the model of index system of testing customer satisfaction, upon which we have selected valuable customers. With the development and construction of CRM system, based on the theory of engineering project management, we improve the effects of application through the method combining the program evaluation and review technique and fuzzy mathematics, which leads to the system development with more efficiency, better quality and lower expense and simultaneously minimums the risks related to system development. Finally, we propose the implementations according to the keys of CRM application system, and prove its application value.
The contribution of this thesis has precious theoretical value and extensive application. By combining successful experiences of CRM and DM’s application domestically and internationally with development status of China, we put forward the key strategy for enterprises to adopt and apply the CRM.
引文
[1] N.J.Millard,A million segments of one-how personal should customer relationship management get[J],BT Technology Journal,2003,21(1):114~120
[2] Fayerman,Customer relationship management [J],New Directions for Institutional Research,2002,113:57~67
[3] Moore,John,Customer Relationship Management [J],Baseline,2005,44:24~26
[4] Grossman Robert L,Hornick Mark F,Meyer Gregor,Data Mining Standards Initiatives [J],Communications of the ACM,2002,45(8):59~61
[5] Mickeline Kamber,数据挖掘:技术与方法(范明、孟小峰译)[M],北京:机械工业出版社,2001
[6]单友成,CRM理论及应用研究[D],天津:天津大学,2003
[7]赵红,CRM在服务业中的应用研究[D],天津:天津大学,2007
[8]王广宇,客户关系管理[M],北京:经济管理出版社,2001
[9]董金祥、陈刚、尹建伟,客户关系管理CRM[M],杭州:浙江大学出版社,2002
[10]田同生,客户关系管理的中国之路[M],北京:机械工业出版社,2001
[11]施名,国内CRM的趋势分析[J],信息产业报道,2002,12:63~64
[12]罗纳德·S·史威福特,客户关系管理-加速利润和优势提升[M],北京:中国经济出版社,2002
[13]Bose,Customer relationship management: Key companies for IT success [J],Industrial Management and Data Systems,2002 ,102(2):89~97
[14]Payne A,Handbook of CRM,Achieving excellence in Customer Management [M],Oxford: Butterworth-Heinemann,2006
[15]Croteau,A.M.,Li,P.,Critical success factors of CRM technological initiatives[J],Canadian Journal of Administrative Sciences-Revue Canadienne Des Sciences De L’Administration,2003,20(1),21~34
[16]Randy Davis,The wizard of oz in CRM land: CRM’s need for business process management [J],Information systems management,2002,43~48
[17]李国杰,数据挖掘综述[J],广东轻工职业技术学院学报,2006,5(3):19~21
[18]周勇,数据挖掘技术发展综述[J],中国科技信息,2005,16:35
[19]张国方,金国栋,CRM(客户关系管理)的应用与理论研究综述[J],科技进步与对策,2003,3:176~179
[20]田艳,数据挖掘技术的应用及发展[J],统计与信息论坛,2004,(7):18~21
[21]Buttle F,Customer relationship management: Concepts and tools [M],Oxford: Elsevier,2004
[22]单友成,分析型CRM结构与应用研究[J],社会科学战线,2003,4(增刊):130~131
[23]JOE PEPPARD,Customer Relationship Management(CRM)in Financial Services[J],European Management Journal,2000,18(3):312~327
[24]Liyun Qi,Keyi1 Wang,Wang Xiaoshu1,Fangfang Zhang,Research on the relationship among market orientation , customer relationship management , customer knowledge management and business performance[J],Management Science & Engineering,2008,2(1):31~37
[25]Iriana,Reiny,Buttle,Francis,Strategic,Operational,and Analytical Customer Relationship Management: Attributes and Measures [J],Journal of Relationship Marketing,2006,5(4):23~42
[26]Xu.M,Walton,Gaining customer knowledge through analytical CRM [J],Industrial Management and Data Systems,2005,105(7):955~971
[27]Julie Abbott,Merlin Stone,Francis Buttle,Integrating customer data into customer relationship management strategy: An empirical study [J],Journal of database marketing,2001,8(4):289~300
[28]于淼,CRM的结构和内容解析[J],商业研究,2003,3:101~103
[29]齐佳音、李怀祖,客户关系管理(CRM)的体系框架分析[J],工业工程,2002,5(1):62~65
[30]吕廷杰、尹涛、王琦,客户关系管理与主题分析[M],北京:人民邮电出版社,2002
[31]何荣勤,CRM原理、设计、实施[M],北京:电子工业出版社,2003
[32]彭志忠、李蕴,客户关系管理理论、实务与系统应用[M],济南:山东大学出版社,2005
[33]B·JosephPineI1,大规模定制-企业竞争的新前沿[M],北京:中国人民大学出版社,2000
[34]孙卫,建立多管道的客户关系管理[J],重庆工学院学报,2001,15(5):19~22
[35]许芳,浅析现代企业管理中的CRM[J],经济师,2002,1:159~160
[36]柴艳秋、李亚坤,商业银行CRM解决方案[J],中国金融电脑,2002,11:52~54
[37]戴志敏、孙玥、伏挺,论我国金融业客户关系管理(CRM)战略[J],国际金融,2002,9:35~38
[38]王浩鸣,Internet环境下的客户关系管理[J],陕西经贸学院学报,2002,15(5):59~61
[39]江征,胡晓剑,客户关系管理:我国银行业的必然选择[J],华东经济管理,2002,16(5):92~94
[40]Rajiv Kohli,Frank Piontek,Tim Ellington,eds,Managing customer relationships through E-business decision support applications:a case of hospital–physician collaboration Tom VanOsdol[J],Decision Support Systems,2001,32:171~187
[41]王寅书,发展中的电子商务解决方案[J],纺织导报,2000,4:60~61
[42]闯少铭,CRM在电子商务中的作用[J],技术经济,2002,2:47~48
[43]NICHOLAS C.ROMANO,Electronic Commerce Customer Relationship Management: A Research Agenda[J],Information Technology and Management,2003,4:233~258
[44]吴良刚、刘红霖、赵燕锡,Internet环境下ERP与CRM的集成[J],中国管理科学,2002,10(5):69~73
[45]Symeonidis,Kehagias,Mitkas,A Intelligent policy recommendations on enterprise resource planning by the use of agent technology and data mining techniques[J],Expert Systems with Applications,2003,25(4):589~602
[46][加]Jiawei Han、Micheline Kamber , Data Mining-Concepts and Techniques[M],北京:机械工业出版社,2006
[47]Jia Wei Han,Micheline Kamber,数据挖掘概念与技术(范明、孟小峰等译)[M],北京:机械工业出版社,2001
[48][美]Mehmed Kantardzic,数据挖掘-概念、模型、方法和算法(闪四清等译)[M],北京:清华大学出版社,2003
[49]Alex Berson,Stephen Smith,Kurt Thearling,构建面向CRM的数据挖掘作用[M],北京:人民邮电出版社,2001
[50][美]Alex Berson,Stephen Smith,构建面向CRM的数据挖掘应用(贺奇、郑岩译)[M],北京:人民邮电出版社,2001
[51]姜永波、孙宪成,基于数据挖掘的客户关系管理[J],中国科技信息,2005,9:58
[52]温凤兰,CRM与数据挖掘技术[J],市场与电脑,2002,9:19~21
[53]赵红宇,CRM中的数据挖掘技术[J],商场现代化,2006,16:153
[54]Famili A,Shen W-M.Data Pre-Processing and Intelligent Data Analysis [J] International Journal on Intelligent Data Analysis,1997,1(1):1~28
[55]Cooper Brian L,Watson Hugh J,Wixom Barbara H,Goodhue Dale L,Data warehouse supports corporate strategy at first American Corporation [J],MIS Quarterly,2000,24(4):547~567
[56]Pears Russel,Houliston Bryan,Optimization of Multidimensional Aggregates in Data Warehouses[J],Journal of Database Management,2007,18(1):69~93
[57]Espil Mauricio Minuto,Vaisman Alejandro A,Revising aggregation hierarchies in OLAP: a rule-based approach [J],Data & Knowledge Engineering,2003,45(2):225~256
[58]Cunningham Colleen,Il-Yeol Song,Chen Peter P,Data Warehouse Design to Support Customer Relationship Management Analyses[J],Journal of Database Management,2006,17(2):62~84
[59]张玉颖、姚家奕,浅析数据仓库在客户关系管理中的应用[J],价值工程,2004,3:127~128
[60]米天胜,数据仓库和数据挖掘在客户关系管理中的应用[J],情报技术,2005,9:18~20
[61]杨炳儒、张伟、钱榕,面向语义的精简化多关系频繁模式发现方法[J],中国工程科学,2008,10(9):47~53
[62]武瑞娟、马礼、叶树华,关联规则挖掘研究综述[J],电脑开发与应用,2008,21(3):46~49
[63]方元康,数据挖掘综述[J],电脑知识与技术,2007,1189~1190,1199
[64]Hongsong Li,Houkuan Huang,Youfang Lin,DSD: Maintain Data Cubes More Efficiently[J],Fundamenta Informaticae,2004,59(2/3):173~190
[65]Smith John R,Chung-Sheng Li,Jhingan,A Wavelet Framework for Adapting Data Cube Views for OLAP[J],IEEE Transactions on Knowledge & Data Engineering,2004,16(5):552~565
[66]Han J,Fu Y,Exploration of the power of attribute-oriented induction in data mining[J],Fayyad U M et al eds. Advances in Knowledge Discover and Data Mining,Cambridge: AAAI/MIT Press,1996,399～421
[67]Cheung D W,Fu A W C,Han J,Knowledge discovery in databases: a rule based attribute oriented approach[J],Zbigniew R ed. Methodologies for Intelligent systems: 8th International Symposium , Berlin: Springer-Verlag,1994,164～173
[68]Tsekouras George,Sarimveis Haralambos,Bafas George,A Method for Fuzzy System Identification Based on Clustering Analysis.Systems [J],Analysis Modelling Simulation,2002,42(6):797~823
[69]Hongbin Shen,Jie Yang,NingJiang Chen,Yifei Dong,Shitong Wang,Performing clustering analysis on collaborative models [J] ,Intelligent Data Analysis,2005,9(5):419~438
[70]H.Shen,S.Wang,X.Wu,Fuzzy Kernel Clustering With Outliers [J],Journal of Software,2004,15(7):1021~1029
[71]刘芳,浅谈数学建模[J],现代企业教育,2008,3(下期):175～176
[72]Youcheng Shan,Hong Zhao,Probability Criterion Model of Portfolio Based on the Stable Distribution [A],Building Core Competencies through IE&EM(ID:I-016)[C],北京:机械工业出版社,2007,B:955～958
[73]吴雪琴,浅析数据挖掘在CRM中的应用[J],电脑知识与技术,2008,9~10
[74]张喆、?鹑弧⒒菩≡萃诰蚣际踉?CRM中的应用[J],中国管理科学,2003,11:53~59
[75]宁彬,数据挖掘及其在客户关系管理中的应用[J],商场现代化,2006,5:19
[76]孙晓霞、王爱玲,数据挖掘技术在CRM中的应用[J],机械管理开发,2005,02:75
[77]范爱萍,数据挖掘在CRM中的应用[J],软件导刊,2005,15:22
[78]张红岩,数据挖掘技术在CRM中应用浅析[J],现代情报,2005,12:162~163, 155
[79]刘建辉、徐光宪、李敏,数据挖掘在CRM中的应用研究[J],科学管理研究, 2005,10:170~172
[80]李蕾,数据挖掘技术在客户关系管理中的运用[J],企业活力-营销管理,2006,3:32~33
[81]段文文,数据挖掘在证券业CRM的实施研究[J],集团经济研究,2006,2:152~153
[82]谢寰红,数据挖掘在证券公司CRM客户细分中的应用[J],开发研究与设计技术,2004,30(增刊):553
[83]雷雪,Web数据挖掘在证券行业CRM中的应用[J],华南金融电脑,2006,1:62~63
[84]薄今纲,移动行业话务量混沌时序预测与多智能体数据挖掘研究[D],天津:天津大学,2004
[85]Chye K.H,Chan K.L.G.,Data mining and customer relationship marketing in the banking industry [J],Singapore Management Review,2002,24(2):1~26
[86]Chris Rygielski,Jyun-Cheng Wang,David C.Yen,Data mining techniques for customer relationship management[J],Technology in Society,2002,24(4):483~502
[87]Che-Wei Chang, Chin-Tsa Lin,Lian-Qing Wang,Mining the text information to optimizing the customer relationship management [J],Expert Systems with Applications(Part 1),2009,36(2):1433~1443
[88]Chicco.Gianfranco,Napoli.Roberto,Piglione.Federico,Comparisons Among Clustering Techniques for Electricity Customer Classification,IEEE Transactions on Power Systems,2006,21(2):933~940
[89]周欢,CRM中客户分类方法的研究与应用[J],计算机工程与设计,2008,29(3):659~661
[90]于红霞、汪波、钱荣,基于三维客户分类价值体系的客户关系管理研究[J],商业经济与管理,2006,181(11):43~47,67
[91]张庭溢、董绍华,基于数据挖掘的客户分类应用研究[J],计算机与信息技术,2007,27:68~69
[92]W.Pedrycz,Fuzzy equalization in the construction of fuzzy sets [J],Fuzzy sets and systems,2001,119(2),p329~335
[93]L.Jacek,Towards a robust fuzzy clustering,Fuzzy Sets and Systems [J] ,2003,137(2):215~233
[94]J.M.Wang,H.Guo,Application of an improved k-means algorithm in data mining [A],Proc.11th Int.Conf.Ind.Eng.Management[C] ,2005,416~419
[95]B.Pham,R.Brown,Analysis of Visualization Requirements for Fuzzy Systems [A],Proc.of International Conference on Computer Graphics and Interactive Techniques,Melbourne[C],2003,181~187
[96]C.Mencar , G.Castellano , A.M.Fanelli , Distinguishability quantification of fuzzy sets[J],Information Sciences,2007,177:130~149
[97]A.E.Gaweda,and J.M.Zurada,Data driven design of fuzzy system with relational input partition,in Proceedings of International IEEE Conference on Fuzzy Systems,Melbourne,Australia,2001
[98]杨文君、宋妍,模糊数据挖掘在客户关系管理中的应用[J],信息技术,2007,7:119~121
[99]周伟,对“企业生命周期理论”的回顾和思考[J],当代经济管理,2008,30(9):36~39
[100]Lam,Shun Yin,Shankar,Venkathesh,Erramilli,M.Krishna,Murthy,Bvsan,Customer Value,Satisfaction,Loyalty,and Switching Costs: An Illustration From a Business-to-Business Service Context [J],Journal of the Academy of Marketing Science,2004,3:293~312
[101]崔敬东,基于生命周期的客户价值分析[J],商业时代·理论,2005,15:42~43
[102]Jain Dipak,Singh,Siddhartha S,Customer Lifetime Value Research in Marketing: A Review and Future Directions[J] , Journal of Interactive Marketing,2002,2:34~46
[103]Pfeifer,Philip E,Haskins,Mark E,Conroy,Robert M,Customer Lifetime Value,Customer Profitability,and Treatment of Acquisition Spending [J],Journal of Managerial Issues,2005,1:11~25
[104]Venkatesan,Rajkumar,Kumar V,A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy [J],Journal of Marketing,2004,106~125
[105]Gupta Sunil,Hanssens Dominique,Hardie Bruce,Kahn Wiliam,Kumar V,Lin Nathaniel,Modeling Customer Lifetime Value[J],Journal of Service Research,2006,9(2):139~155
[106]柴效武,客户生命周期价值法在银行客户价值衡量中的运用[J],海南金融,2006,10:38~41
[107]史雁军,应用生命周期价值营造客户关系管理策略[EB/OL] ,http://www.emkt.com.cn/article/237/23779.html,2005-11-15
[108]应维云、覃正、李秀,面向客户全生命周期价值的客户行为分析决策支持研究[J],情报杂志,2008,6:20~22,19
[109]Gustafsson Anders,Johnson Michael D,The Effects of Customer Satisfaction,Relationship Commitment Dimensions,and Triggers on Customer Retention [J],Journal of Marketing,2005,69(4):210~218
[110]Szymanski D.M,Henard D.H,Customer Satisfaction: A Meta-Analysis of the Empirical Evidence [J],Journal of the Academy of Marketing Science,2001,29(1):16~35
[111]Seiders Kathleen,Glenn B.Voss,Dhruv Grewal,Andrea L.Godfrey,Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context [J],Journal of Marketing,2005,69:26~43
[112]Mittal,Vikas,Wagner Kamakura,Satisfaction,Repurchase Intent,and Repurchase Behavior: Investigating the Moderating Effects of Customer Characteristics [J] , Journal of Marketing Research ,February,2001,38:131~142
[113]Zineldin,Mosad,The royalty of loyalty: CRM,quality and retention [J],Journal of Consumer Marketing,2006,23(7):430~437
[114]Singh J,Sirdeshmukh D,Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments [J],Journal of the Academy of Marketing Science,2000,28(1):150~167
[115]Wetsch,Satisfaction and Loyalty in Customer Relationship Management: An Application of Justice Theory [J],Journal of Relationship Marketing, 2005,4:29~42
[116]洪燕冰、欧阳钟辉,数据挖掘技术与客户忠诚度[J],福建电脑,2007,11:5~6
[117]林灵,顾客忠诚度研究[J],科技创业月刊,2007,12:89~90
[118]张凤奇,企业提升客户满意度与忠诚度研究[J],沿海企业与科技,2005,9:36~37
[119]殷荣伍,美国顾客满意度指数述评[J].世界标准化与质量管理,2000(1):7~10
[120]陈华、王新平,顾客满意度指数测评方法及其应用[J],西北农林科技大学学报,2003(5):110-114
[121]廖颖林,顾客满意度指数测评方法及应用研究[M],上海:上海财经大学出版社,2008
[122]唐晓芬,顾客满意度测评[M],上海:上海科学技术出版社,2001
[123]刘宇,顾客满意度测评[M],北京:社会科学文献出版社,2003
[124]Kerzner H,Project Management: A System Approach to Planning, Scheduling,and Controlling[J],New York:Van Nostrand Reinhold,1992,11~19
[125]Steve P JR,Project Management Duration/Resource Trade-off Analysis: An Application of the Cut Search Approach[J],European Journal of Operational Research,1996,47(3):697~701
[126]单友成,信息系统建设中的项目管理方法与应用研究[J],计算机应用研究,2004,21(2):40~43
[127]左美云、李东、董小英,信息系统建设需要项目管理[J],计算机世界,2001,22(6):B1~B12
[128]单友成、周满红、赵红,模糊型计划评审技术在海洋结构建造工期估算中的应用[J],天津大学学报,2009,11(2):120~122
[129]黎枫,企业业务流程重组理论及应用研究[J],商场现代化·商业研究,2005,2:69~70
[130]代成宏,基于客户关系管理的企业业务流程重组[J],科技和产业,2008,8(1):37~39
[131]朱卫平、殷国鹏、苏国星,CRM和DRP系统的集成分析[J],辽宁工程技术大学学报,2004,23(1):121~123
[132]戴杨、卢明,论企业客户投诉系统的建立[J],经济论坛,2007,4:85~86,101
[2] Fayerman,Customer relationship management [J],New Directions for Institutional Research,2002,113:57~67
[3] Moore,John,Customer Relationship Management [J],Baseline,2005,44:24~26
[4] Grossman Robert L,Hornick Mark F,Meyer Gregor,Data Mining Standards Initiatives [J],Communications of the ACM,2002,45(8):59~61
[5] Mickeline Kamber,数据挖掘:技术与方法(范明、孟小峰译)[M],北京:机械工业出版社,2001
[6]单友成,CRM理论及应用研究[D],天津:天津大学,2003
[7]赵红,CRM在服务业中的应用研究[D],天津:天津大学,2007
[8]王广宇,客户关系管理[M],北京:经济管理出版社,2001
[9]董金祥、陈刚、尹建伟,客户关系管理CRM[M],杭州:浙江大学出版社,2002
[10]田同生,客户关系管理的中国之路[M],北京:机械工业出版社,2001
[11]施名,国内CRM的趋势分析[J],信息产业报道,2002,12:63~64
[12]罗纳德·S·史威福特,客户关系管理-加速利润和优势提升[M],北京:中国经济出版社,2002
[13]Bose,Customer relationship management: Key companies for IT success [J],Industrial Management and Data Systems,2002 ,102(2):89~97
[14]Payne A,Handbook of CRM,Achieving excellence in Customer Management [M],Oxford: Butterworth-Heinemann,2006
[15]Croteau,A.M.,Li,P.,Critical success factors of CRM technological initiatives[J],Canadian Journal of Administrative Sciences-Revue Canadienne Des Sciences De L’Administration,2003,20(1),21~34
[16]Randy Davis,The wizard of oz in CRM land: CRM’s need for business process management [J],Information systems management,2002,43~48
[17]李国杰,数据挖掘综述[J],广东轻工职业技术学院学报,2006,5(3):19~21
[18]周勇,数据挖掘技术发展综述[J],中国科技信息,2005,16:35
[19]张国方,金国栋,CRM(客户关系管理)的应用与理论研究综述[J],科技进步与对策,2003,3:176~179
[20]田艳,数据挖掘技术的应用及发展[J],统计与信息论坛,2004,(7):18~21
[21]Buttle F,Customer relationship management: Concepts and tools [M],Oxford: Elsevier,2004
[22]单友成,分析型CRM结构与应用研究[J],社会科学战线,2003,4(增刊):130~131
[23]JOE PEPPARD,Customer Relationship Management(CRM)in Financial Services[J],European Management Journal,2000,18(3):312~327
[24]Liyun Qi,Keyi1 Wang,Wang Xiaoshu1,Fangfang Zhang,Research on the relationship among market orientation , customer relationship management , customer knowledge management and business performance[J],Management Science & Engineering,2008,2(1):31~37
[25]Iriana,Reiny,Buttle,Francis,Strategic,Operational,and Analytical Customer Relationship Management: Attributes and Measures [J],Journal of Relationship Marketing,2006,5(4):23~42
[26]Xu.M,Walton,Gaining customer knowledge through analytical CRM [J],Industrial Management and Data Systems,2005,105(7):955~971
[27]Julie Abbott,Merlin Stone,Francis Buttle,Integrating customer data into customer relationship management strategy: An empirical study [J],Journal of database marketing,2001,8(4):289~300
[28]于淼,CRM的结构和内容解析[J],商业研究,2003,3:101~103
[29]齐佳音、李怀祖,客户关系管理(CRM)的体系框架分析[J],工业工程,2002,5(1):62~65
[30]吕廷杰、尹涛、王琦,客户关系管理与主题分析[M],北京:人民邮电出版社,2002
[31]何荣勤,CRM原理、设计、实施[M],北京:电子工业出版社,2003
[32]彭志忠、李蕴,客户关系管理理论、实务与系统应用[M],济南:山东大学出版社,2005
[33]B·JosephPineI1,大规模定制-企业竞争的新前沿[M],北京:中国人民大学出版社,2000
[34]孙卫,建立多管道的客户关系管理[J],重庆工学院学报,2001,15(5):19~22
[35]许芳,浅析现代企业管理中的CRM[J],经济师,2002,1:159~160
[36]柴艳秋、李亚坤,商业银行CRM解决方案[J],中国金融电脑,2002,11:52~54
[37]戴志敏、孙玥、伏挺,论我国金融业客户关系管理(CRM)战略[J],国际金融,2002,9:35~38
[38]王浩鸣,Internet环境下的客户关系管理[J],陕西经贸学院学报,2002,15(5):59~61
[39]江征,胡晓剑,客户关系管理:我国银行业的必然选择[J],华东经济管理,2002,16(5):92~94
[40]Rajiv Kohli,Frank Piontek,Tim Ellington,eds,Managing customer relationships through E-business decision support applications:a case of hospital–physician collaboration Tom VanOsdol[J],Decision Support Systems,2001,32:171~187
[41]王寅书,发展中的电子商务解决方案[J],纺织导报,2000,4:60~61
[42]闯少铭,CRM在电子商务中的作用[J],技术经济,2002,2:47~48
[43]NICHOLAS C.ROMANO,Electronic Commerce Customer Relationship Management: A Research Agenda[J],Information Technology and Management,2003,4:233~258
[44]吴良刚、刘红霖、赵燕锡,Internet环境下ERP与CRM的集成[J],中国管理科学,2002,10(5):69~73
[45]Symeonidis,Kehagias,Mitkas,A Intelligent policy recommendations on enterprise resource planning by the use of agent technology and data mining techniques[J],Expert Systems with Applications,2003,25(4):589~602
[46][加]Jiawei Han、Micheline Kamber , Data Mining-Concepts and Techniques[M],北京:机械工业出版社,2006
[47]Jia Wei Han,Micheline Kamber,数据挖掘概念与技术(范明、孟小峰等译)[M],北京:机械工业出版社,2001
[48][美]Mehmed Kantardzic,数据挖掘-概念、模型、方法和算法(闪四清等译)[M],北京:清华大学出版社,2003
[49]Alex Berson,Stephen Smith,Kurt Thearling,构建面向CRM的数据挖掘作用[M],北京:人民邮电出版社,2001
[50][美]Alex Berson,Stephen Smith,构建面向CRM的数据挖掘应用(贺奇、郑岩译)[M],北京:人民邮电出版社,2001
[51]姜永波、孙宪成,基于数据挖掘的客户关系管理[J],中国科技信息,2005,9:58
[52]温凤兰,CRM与数据挖掘技术[J],市场与电脑,2002,9:19~21
[53]赵红宇,CRM中的数据挖掘技术[J],商场现代化,2006,16:153
[54]Famili A,Shen W-M.Data Pre-Processing and Intelligent Data Analysis [J] International Journal on Intelligent Data Analysis,1997,1(1):1~28
[55]Cooper Brian L,Watson Hugh J,Wixom Barbara H,Goodhue Dale L,Data warehouse supports corporate strategy at first American Corporation [J],MIS Quarterly,2000,24(4):547~567
[56]Pears Russel,Houliston Bryan,Optimization of Multidimensional Aggregates in Data Warehouses[J],Journal of Database Management,2007,18(1):69~93
[57]Espil Mauricio Minuto,Vaisman Alejandro A,Revising aggregation hierarchies in OLAP: a rule-based approach [J],Data & Knowledge Engineering,2003,45(2):225~256
[58]Cunningham Colleen,Il-Yeol Song,Chen Peter P,Data Warehouse Design to Support Customer Relationship Management Analyses[J],Journal of Database Management,2006,17(2):62~84
[59]张玉颖、姚家奕,浅析数据仓库在客户关系管理中的应用[J],价值工程,2004,3:127~128
[60]米天胜,数据仓库和数据挖掘在客户关系管理中的应用[J],情报技术,2005,9:18~20
[61]杨炳儒、张伟、钱榕,面向语义的精简化多关系频繁模式发现方法[J],中国工程科学,2008,10(9):47~53
[62]武瑞娟、马礼、叶树华,关联规则挖掘研究综述[J],电脑开发与应用,2008,21(3):46~49
[63]方元康,数据挖掘综述[J],电脑知识与技术,2007,1189~1190,1199
[64]Hongsong Li,Houkuan Huang,Youfang Lin,DSD: Maintain Data Cubes More Efficiently[J],Fundamenta Informaticae,2004,59(2/3):173~190
[65]Smith John R,Chung-Sheng Li,Jhingan,A Wavelet Framework for Adapting Data Cube Views for OLAP[J],IEEE Transactions on Knowledge & Data Engineering,2004,16(5):552~565
[66]Han J,Fu Y,Exploration of the power of attribute-oriented induction in data mining[J],Fayyad U M et al eds. Advances in Knowledge Discover and Data Mining,Cambridge: AAAI/MIT Press,1996,399～421
[67]Cheung D W,Fu A W C,Han J,Knowledge discovery in databases: a rule based attribute oriented approach[J],Zbigniew R ed. Methodologies for Intelligent systems: 8th International Symposium , Berlin: Springer-Verlag,1994,164～173
[68]Tsekouras George,Sarimveis Haralambos,Bafas George,A Method for Fuzzy System Identification Based on Clustering Analysis.Systems [J],Analysis Modelling Simulation,2002,42(6):797~823
[69]Hongbin Shen,Jie Yang,NingJiang Chen,Yifei Dong,Shitong Wang,Performing clustering analysis on collaborative models [J] ,Intelligent Data Analysis,2005,9(5):419~438
[70]H.Shen,S.Wang,X.Wu,Fuzzy Kernel Clustering With Outliers [J],Journal of Software,2004,15(7):1021~1029
[71]刘芳,浅谈数学建模[J],现代企业教育,2008,3(下期):175～176
[72]Youcheng Shan,Hong Zhao,Probability Criterion Model of Portfolio Based on the Stable Distribution [A],Building Core Competencies through IE&EM(ID:I-016)[C],北京:机械工业出版社,2007,B:955～958
[73]吴雪琴,浅析数据挖掘在CRM中的应用[J],电脑知识与技术,2008,9~10
[74]张喆、?鹑弧⒒菩≡萃诰蚣际踉?CRM中的应用[J],中国管理科学,2003,11:53~59
[75]宁彬,数据挖掘及其在客户关系管理中的应用[J],商场现代化,2006,5:19
[76]孙晓霞、王爱玲,数据挖掘技术在CRM中的应用[J],机械管理开发,2005,02:75
[77]范爱萍,数据挖掘在CRM中的应用[J],软件导刊,2005,15:22
[78]张红岩,数据挖掘技术在CRM中应用浅析[J],现代情报,2005,12:162~163, 155
[79]刘建辉、徐光宪、李敏,数据挖掘在CRM中的应用研究[J],科学管理研究, 2005,10:170~172
[80]李蕾,数据挖掘技术在客户关系管理中的运用[J],企业活力-营销管理,2006,3:32~33
[81]段文文,数据挖掘在证券业CRM的实施研究[J],集团经济研究,2006,2:152~153
[82]谢寰红,数据挖掘在证券公司CRM客户细分中的应用[J],开发研究与设计技术,2004,30(增刊):553
[83]雷雪,Web数据挖掘在证券行业CRM中的应用[J],华南金融电脑,2006,1:62~63
[84]薄今纲,移动行业话务量混沌时序预测与多智能体数据挖掘研究[D],天津:天津大学,2004
[85]Chye K.H,Chan K.L.G.,Data mining and customer relationship marketing in the banking industry [J],Singapore Management Review,2002,24(2):1~26
[86]Chris Rygielski,Jyun-Cheng Wang,David C.Yen,Data mining techniques for customer relationship management[J],Technology in Society,2002,24(4):483~502
[87]Che-Wei Chang, Chin-Tsa Lin,Lian-Qing Wang,Mining the text information to optimizing the customer relationship management [J],Expert Systems with Applications(Part 1),2009,36(2):1433~1443
[88]Chicco.Gianfranco,Napoli.Roberto,Piglione.Federico,Comparisons Among Clustering Techniques for Electricity Customer Classification,IEEE Transactions on Power Systems,2006,21(2):933~940
[89]周欢,CRM中客户分类方法的研究与应用[J],计算机工程与设计,2008,29(3):659~661
[90]于红霞、汪波、钱荣,基于三维客户分类价值体系的客户关系管理研究[J],商业经济与管理,2006,181(11):43~47,67
[91]张庭溢、董绍华,基于数据挖掘的客户分类应用研究[J],计算机与信息技术,2007,27:68~69
[92]W.Pedrycz,Fuzzy equalization in the construction of fuzzy sets [J],Fuzzy sets and systems,2001,119(2),p329~335
[93]L.Jacek,Towards a robust fuzzy clustering,Fuzzy Sets and Systems [J] ,2003,137(2):215~233
[94]J.M.Wang,H.Guo,Application of an improved k-means algorithm in data mining [A],Proc.11th Int.Conf.Ind.Eng.Management[C] ,2005,416~419
[95]B.Pham,R.Brown,Analysis of Visualization Requirements for Fuzzy Systems [A],Proc.of International Conference on Computer Graphics and Interactive Techniques,Melbourne[C],2003,181~187
[96]C.Mencar , G.Castellano , A.M.Fanelli , Distinguishability quantification of fuzzy sets[J],Information Sciences,2007,177:130~149
[97]A.E.Gaweda,and J.M.Zurada,Data driven design of fuzzy system with relational input partition,in Proceedings of International IEEE Conference on Fuzzy Systems,Melbourne,Australia,2001
[98]杨文君、宋妍,模糊数据挖掘在客户关系管理中的应用[J],信息技术,2007,7:119~121
[99]周伟,对“企业生命周期理论”的回顾和思考[J],当代经济管理,2008,30(9):36~39
[100]Lam,Shun Yin,Shankar,Venkathesh,Erramilli,M.Krishna,Murthy,Bvsan,Customer Value,Satisfaction,Loyalty,and Switching Costs: An Illustration From a Business-to-Business Service Context [J],Journal of the Academy of Marketing Science,2004,3:293~312
[101]崔敬东,基于生命周期的客户价值分析[J],商业时代·理论,2005,15:42~43
[102]Jain Dipak,Singh,Siddhartha S,Customer Lifetime Value Research in Marketing: A Review and Future Directions[J] , Journal of Interactive Marketing,2002,2:34~46
[103]Pfeifer,Philip E,Haskins,Mark E,Conroy,Robert M,Customer Lifetime Value,Customer Profitability,and Treatment of Acquisition Spending [J],Journal of Managerial Issues,2005,1:11~25
[104]Venkatesan,Rajkumar,Kumar V,A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy [J],Journal of Marketing,2004,106~125
[105]Gupta Sunil,Hanssens Dominique,Hardie Bruce,Kahn Wiliam,Kumar V,Lin Nathaniel,Modeling Customer Lifetime Value[J],Journal of Service Research,2006,9(2):139~155
[106]柴效武,客户生命周期价值法在银行客户价值衡量中的运用[J],海南金融,2006,10:38~41
[107]史雁军,应用生命周期价值营造客户关系管理策略[EB/OL] ,http://www.emkt.com.cn/article/237/23779.html,2005-11-15
[108]应维云、覃正、李秀,面向客户全生命周期价值的客户行为分析决策支持研究[J],情报杂志,2008,6:20~22,19
[109]Gustafsson Anders,Johnson Michael D,The Effects of Customer Satisfaction,Relationship Commitment Dimensions,and Triggers on Customer Retention [J],Journal of Marketing,2005,69(4):210~218
[110]Szymanski D.M,Henard D.H,Customer Satisfaction: A Meta-Analysis of the Empirical Evidence [J],Journal of the Academy of Marketing Science,2001,29(1):16~35
[111]Seiders Kathleen,Glenn B.Voss,Dhruv Grewal,Andrea L.Godfrey,Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context [J],Journal of Marketing,2005,69:26~43
[112]Mittal,Vikas,Wagner Kamakura,Satisfaction,Repurchase Intent,and Repurchase Behavior: Investigating the Moderating Effects of Customer Characteristics [J] , Journal of Marketing Research ,February,2001,38:131~142
[113]Zineldin,Mosad,The royalty of loyalty: CRM,quality and retention [J],Journal of Consumer Marketing,2006,23(7):430~437
[114]Singh J,Sirdeshmukh D,Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments [J],Journal of the Academy of Marketing Science,2000,28(1):150~167
[115]Wetsch,Satisfaction and Loyalty in Customer Relationship Management: An Application of Justice Theory [J],Journal of Relationship Marketing, 2005,4:29~42
[116]洪燕冰、欧阳钟辉,数据挖掘技术与客户忠诚度[J],福建电脑,2007,11:5~6
[117]林灵,顾客忠诚度研究[J],科技创业月刊,2007,12:89~90
[118]张凤奇,企业提升客户满意度与忠诚度研究[J],沿海企业与科技,2005,9:36~37
[119]殷荣伍,美国顾客满意度指数述评[J].世界标准化与质量管理,2000(1):7~10
[120]陈华、王新平,顾客满意度指数测评方法及其应用[J],西北农林科技大学学报,2003(5):110-114
[121]廖颖林,顾客满意度指数测评方法及应用研究[M],上海:上海财经大学出版社,2008
[122]唐晓芬,顾客满意度测评[M],上海:上海科学技术出版社,2001
[123]刘宇,顾客满意度测评[M],北京:社会科学文献出版社,2003
[124]Kerzner H,Project Management: A System Approach to Planning, Scheduling,and Controlling[J],New York:Van Nostrand Reinhold,1992,11~19
[125]Steve P JR,Project Management Duration/Resource Trade-off Analysis: An Application of the Cut Search Approach[J],European Journal of Operational Research,1996,47(3):697~701
[126]单友成,信息系统建设中的项目管理方法与应用研究[J],计算机应用研究,2004,21(2):40~43
[127]左美云、李东、董小英,信息系统建设需要项目管理[J],计算机世界,2001,22(6):B1~B12
[128]单友成、周满红、赵红,模糊型计划评审技术在海洋结构建造工期估算中的应用[J],天津大学学报,2009,11(2):120~122
[129]黎枫,企业业务流程重组理论及应用研究[J],商场现代化·商业研究,2005,2:69~70
[130]代成宏,基于客户关系管理的企业业务流程重组[J],科技和产业,2008,8(1):37~39
[131]朱卫平、殷国鹏、苏国星,CRM和DRP系统的集成分析[J],辽宁工程技术大学学报,2004,23(1):121~123
[132]戴杨、卢明,论企业客户投诉系统的建立[J],经济论坛,2007,4:85~86,101