Study On Decision Support System Of Commercial Company Based On CRM

After entrance of WTO foreign retail companies have done business in China. Facing furious competition, domestic commercial companies have to take various methods to strengthen themselves. Enhance management decision's rationality and scientific level by information technology, is one of methods of improvement companies'competition capability, but at present, MIS (Management Information System) can't satisfy the requirement of commercial companies'decision support. With the development of data warehouse and data mining technology, these technologies are becoming core technology of Decision Support System (DSS) that puts DSS into practicality to truth. One hand is plenty of research achievement, the other hand is strong demand of commercial companies, so how to make research achievement into production becomes the hot issue which commercial companies and academia both care about. Aiming at the problem, author carries deep research on commercial companies of China and absorbs foreign advanced management experience. According the research result, author analyses commercial companies'need and practical information management level then take a deep research on present software solution and software technology. Based on these researches, author gives a solution DSS for commercial companies which based on CRM (customer relationship management). What author have done in this research are listed as following: 1. Based on research of domestic commercial companies and reference foreign companies'advanced experience, author takes a deep analysis on present problems then gives a model of commercial companies'DSS based on CRM. 2. According to commercial companies'demand and character of software system, author gives system software framework and function models framework. 3. According to commercial companies decision demand, author builds system data warehouse. 4. In system, the most important problems are sale prediction and customer segment, aiming at these problems, author hired neural net according character of commercial companies. 5. Based on software engineer and modern software technology, author developed commercial companies'DSS based on CRM. By the works mentioned above, decision support system of commercial company based on CRM takes some characters as bellowed: 1. Improved POS system. POS takes role of not only sale support but also customer information collection. We improved POS by difference data and additional information collection function. 2. New customer behavior analysis function. Customer behavior analysis is very important in process of making sale decision. System enriches CRM function by added customer behavior analysis function. 3. Improved DSS functions. Decision support model elevates sale prediction and precision by added time and historical serial data and method of neural net integration. In order to elevate customer segment precision, system cites Adaboost algorithm by improving customer data. Author tested system by data collected from commercial companies. System shows excellent applicability.