贝叶斯方法在电信CRM中的应用     

包萍 《宁夏师范学院学报》2007,28(6):96-98

本文考虑了根据样本数据建立贝叶斯信念网络构造算法在电信CRM中的应用,并对电信10000个样本进行了挖掘、分析、评估.  相似文献   

顾客关系动态管理模型研究     

李炜 《湖北广播电视大学学报》2005,22(4):100-101

本文研究和建立了顾客关系动态管理模型——用于预测顾客与公司的未来关系。该模型引入了除顾客总体满意度之外的顾客未来想法变量。理解和管理顾客未来想法对于成功管理顾客动态关系是至关重要的。  相似文献   

快速聚类分析算法在CRM中客户定位的应用   总被引：1，自引：0，他引：1  

范潇允 《温州职业技术学院学报》2006,6(3):30-32

客户关系管理是一个以客户为中心保持企业与客户互动的过程。把聚类分析用于客户关系管理,可以使得本企业更有针对性地与客户保持良好的关系。聚类分析算法可以用于客户关系管理的决策支持系统中。  相似文献   

基于数据仓库的CRM应用研究   总被引：1，自引：0，他引：1  

吴华 《中国科技信息》2007,(16):103-105

客户关系管理（CRM）逐渐成为企业的焦点，也是数据仓库技术的重要应用领域，本文介绍了客户信息管理以及数据仓库技术，分析了数据仓库技术在CRM中的应用；阐述了目前数据仓库应用面临的困境；并从应用及技术的层面，分析了成功实现基于数据仓库的CRM的关键点．  相似文献   

基于市场细分的顾客价值分析     

郭俊伟  孙志勇 《北京工业职业技术学院学报》2007,6(2):124-129

顾客价值分析是顾客价值创新的核心基础,基于市场细分思想改进了已有的顾客价值分析模型,将研究分为总体市场和细分市场两阶段进行,有效避免了"以共性代替个性"和"以既定代替未定"的两个研究误区.此外提出了系统的关键要素的识别原则和方法,构造了一个直观的创新要素评估方法-素体积法.  相似文献   

A network-based concept extraction for managing customer requests in a social media care context     

《International Journal of Information Management》2020

Web 2.0 changed everyday life in many aspects, including the whole system that orbits around the purchase of products and services. This revolution necessarily involved also companies, because customers became increasingly demanding. The diffusion of social media platforms pushed customers to prefer this channel for quickly obtaining information and feedback about what they want to buy, as well as for asking help after the selling. In this framework, many organisations adopted a new way of providing assistance known as social customer care. A direct link to companies allows customers to obtain real-time solutions. In this paper, we introduce a new strategy for automatically managing the information listed in the requests that customers send to the social media accounts of companies. Our proposal relies on the use of network techniques for extracting high-level structures from texts, highlighting the different concepts expressed into the customers’ written requests. The texts can be then organised on the basis of this new emerging information. An application to the requests sent to the AppleSupport service on Twitter shows the effectiveness of the strategy.  相似文献   

Cloud-based big data analytics for customer insight-driven design innovation in SMEs     

《International Journal of Information Management》2020

Fast development of IT and ICT facilitate customers to post a large volume of their concerns and expectation online, which are widely accepted to be a valuable resource for product designers. However, it is found that only a small number of small and medium-sized enterprises (SMEs) have capabilities to leverage customer online insights for design innovation, which often demonstrate a significant share in national economies growth. To discover the beneath reasons regarding the barrier that prevent them to make effective utilization, in this study, as a concrete example, manufacturing SMEs in the South Wales and Greater Manchester industrial areas of the UK are focused and their potential motivations for using and knowledge of big data-based customer analytics are investigated. An exploratory survey was conducted in terms of the type of customer data they have, the storage approaches, the volume of customer data, etc. Next, a carefully devised exploratory study was undertaken to understand how SMEs perceive the relations between customer data and product design, how about their expectations from big customer data analytics and what really challenges SMEs to exploit the value of big customer data. Besides, a demonstration platform is developed to present SMEs an automatic process of analysing customer online reviews and the capacity on customer insights acquisition and strategic decision making. Finally, findings from two focus groups indicate the different managerial and technical considerations required for SMEs considering implementing big data and customer analytics. This study encourages SMEs to welcome big customer data and suggests that a cloud-based approach may be the most appropriate way of giving access to big data analytics techniques.  相似文献   

The role of social media in the engagement and information processes of social CRM     

《International Journal of Information Management》2020

This study furthers investigation into exactly how Social CRM (S-CRM) is different from traditional CRM, and models the interrelationships between its capabilities. It is underpinned in dynamic capabilities theory, to explain how social media, as a resource all organizations use, can lead to differing performance outcomes. It is underpinned in seminal research into traditional CRM, but which does not cater for the disruptive nature of social media. We outline how S-CRM is a second-order dynamic capability consistng of a set of first-order integrative dynamic capabiliies that, when properly interrelated, lead to performance outcomes. We particularly model the role of S-CRM front- and back-office technology capabilities, customer engagement initiatives, and social information processes in driving customer relationship performance. Findings show that S-CRM is different from traditional CRM in a range of ways in the front- and back-offices, and provide a framework for researcher and managers in information systems and marketing to operate at strategic and tactical levels within S-CRM, while being congisant of both.  相似文献   

CS战略--图书馆信息服务质量管理的核心   总被引：1，自引：0，他引：1  

郭淼  汪宇彤 《江西图书馆学刊》2005,35(3):73-74

阐述信息服务质量管理中“顾客满意战略”（CS）的涵义和实现CS战略应该遵循的原则,并就如何实现图书馆信息服务质量管理CS战略的对策进行了探讨.  相似文献   

数字国书馆以人为中心的知识管理系统研究          下载免费PDF全文

董颖 《中国图书馆学报》2005,31(4)

我国现有的数字图书馆系统都是以向用户提供服务为中心,较少涉及用户与馆员之间的交流和相互学习。构建一个由技术支撑的知识管理平台来实现数字图书馆的知识管理以及用户关系管理,对于数字图书馆的发展具有重要意义。图1。参考文献7。  相似文献