Research And Application Of CRM Information Mining In Logistics Enterprise

Customer Relationship Management (CRM) originated from western relation marketing, different from commercial mode regarding products as the centre, it is a kind of mercantile pattern of regarding customer as the centre ,it is a kind of management mechanism aims at improving the relation between the enterprise and customer. As far as the service industry concerned, " the customer is theGod ", so the logistics enterprise should understand their customer, make sure to have an object in view in order to do a good job of customer relationship management. This needs combine CRM with information mining together, excavate the customer's information , make a good support for the work related to customer, such as marketing, sales etc.Firstly, the paper introduces 3C method and the pyramid tool in Customer Relationship Management, points out that the logistics enterprise also needs the work of customer segmentation. On the basis of the logistics enterprise model, the paper uses induction tree categorised method to solve the problem of customer segmentation. The article pays more attention on the basic theory of ID3 algorithm, and indicates the deficiency existing in the algorithm, namely the limitation in two aspect of prefering the attribute who has more value and dealing with the continuous attribute value in the course of categorising. To solve the problems, the author does some improvement to the algorithm:1.Add an important degree parameter to the important attribute to dispel the partiality question to the attribute who has more values.2.For the treatment of continuous attribute, select a kind of heuristic segmentation point selection method to classify the continuous attribute .Finally, we apply the improved algorithm to an experimental system design of a logistics enterprise. The author hopes to offer certain reference and help for enterprise's customer relation management of the logistics through the research of this thesis.