| After entering into WTO, domestic tobacco business companies are gradualy losing their monopoly position and facing more intense competition from oversea companies. Therefore, how to better understand customer's requirement, futher enhance communication and effectively manage customer resourse are the key strategies to achieve competition advantage in the market.This article is focus on the application of CRM system and the use of Data Mining technique.In recent year, domestic tobacco business companies have obtain great amount of customer information and business data by developing and using MIS. However, the traditioal reporting and analysis methods are no longer to well serve client's request due to the huge information volume. It is an urgent demand for an effectitve and efficient tools to analyze customer informantion and business data so that the management can find out the true relationship and achieve the goal of implementing the CRM system.Major conclusions of this article are as follows:Firstly, I come up with a fully self-involved and desiged CRM framework based on the current damand for customer relationship management of tobacco company, which consists of data processing and data warehouse designing, business modules of CRM system and framework of realization of the whole system.Secondly, by using K-Mean computation method, a kind of clustering analysis, I set up some thresholds such as class of customer, contribution level, sincerity level to enalbe the programs more close to the practical conditions.Finaly, I analyze and work out a data module for tobacco company based on the actual application. According to the statistics theory and feature of the customer, I produce clustering analysis, progress analysis, correlation analysis etc. as the data analyzing method. Futhermore, the accuracy of the data analyzing is greatly improved by hugh sum of data experiment, which substantially promote the reliability of using the CRM system in business desicion marking. |
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