Mining Enterprise Customer Relationship Model Theory Of Dynamical Systems Research

Customer relationship follows its objective rules. Enterprises understanding the rules can manage customer relationship to Adapt to their development. Although more research work related to the control and the management of enterprises customer relationship has been done for many years, the inherent complexity of enterprises customer relationship makes the customer relationship management (CRM) very difficulty. So, many problems still need to be solved in the further.Starting from the practical requirements of control and management of enterprises customer relationship, this paper first analyzes the economic principle about formation and variation of enterprises customer relationship. then taking the change process and the value effectiveness of customer relationship as two main clue, analyzes the inside and outside powers, the essence of change and process characteristics of enterprises customer relationship in the view of management. Based on above analysis, the formation and change of enterprise customer relationship are abstracted as a dynamics system question. Applying fuzzy mathematics and control theory, a dynamics system model which describes the formation and change characteristics of enterprise customers relationship is built. Using this model, Enterprises may establish the dynamics system model of their customer relationship to simulates and forecast the condition and change characteristics about their customer relationship, and serve in their CRM according to the economic principle.The paper consists mainly of the following 7 parts:1. We elaborated the research background and significance in detail, and limited research contents and research scope.2. We Analyzed the economic significance and economic principle about formation and variation of enterprise customer relationship3. We Analyzed the forming essential factors and forming process, inside and outside powers, and process characteristics of enterprise customer relationship in management view.4. We researched the relations among customer relationship value, enterprise value and customer perceived value. Proves customer relationship value is of the function to adjust values in reverse flow between enterprise and customer.5. Based on the value balanced theory, we analyzed the dynamic process of customer relationship value adjusting the value balance between enterprise and customer in three-dimensional space, and researched what role customer relationship value plays to the stable of maintain enterprise customers relationship.6. We constructed the system combination model of enterprise customers relationship and describes each composition. And built a dynamics system model of enterprise customer relationship.7. We design simulation experiment solution. Build a customer condition shift fuzzy model using marketing data of a phosphorus chemical industry enterprise, and preliminary verified the dynamics system model of enterprise customer relationship.