Customer Relationship Management Based On Knowledge Management And Data Mining

Customer Relationship Management (CRM) is a new conception of management which developed with the commercial mode of " Customer is god " .It emphasizes to improve the customer's satisfaction and loyalty during each step of production and selling. In order to make sure the profit, we should take different selling strategy according to the value of customers, which is to enlarge the valuable number and eliminate invaluable. In fact, customer relationship management which based on knowledge management and data mining is a management which input knowledge conception and data mining technology to customer relationship management. Using Knowledge Management (KM) and Data Mining (DM) to analyze data, we could find some potential information and mode to improve CRM analysis capacity, such as estimation,segment,touching,analysis and across selling. It also help companies keeping customers and potential needs, guide companies to work.Based on traditional CRM and KM, the paper describes how to construct the CRM system. The researches are as follows:1. It discusses the interaction of CRM and KM,customer's knowledge conversion in CRM and how to manage customer's knowledge effectively.2. It discusses four classical mode of DM and some common mode based on KM method and technology.3. It introduces DM to CRM, find out some connection among all kinds of information, then get a proper customer orientation.4. The paper conceives a CRM system framework which is based on DK and DM, and discusses its customer dividing,cross-selling,customer action analysis,call center and so on. It also tells us the ways and technologies to realize the functions.