The Application Of Analytical CRM In The Field Of Online Education

With the quick development of the internet technologies,the demands of intelligence and knowledge are improving in the knowledge economic society.A new kind of education mode, Internet Education is developing fastly.But the Internet Education is new things after all.People still have doult of the new model of study. It is the seraching question of all teachers in Internet Education how to develop Internet Education adapt to the adult.In recent years, Customer Relationship Management(CRM) that originate from enterprise management is accepted in the field of Internet Education gradually.More and more Internet Education colleges have built the customer service department or Callcenter departments to handle the suggestions and the questions from their customers. It is an Operational Customer Relationship Management, which needs services provided positively, the meaningful positive services, and forseeable data analysis support. In my opinion, the healthy development of the Internet Education needs the Analytical Customer Relationship Management.This thesis offers a deep research of the application of Analytical CRM in the Internet Education. I collected the data source from the education department, student unions, finance department and the service center, made analysis in detail about the construction of students, faithfulness, and the problem of giving up among students, and designed dimensionality and measurement by setting the faith as the standard, in order to form the data structure of OLAP in the Internet Education Analytical CRM. This thesis gives the data analysis methods for the decision, in order that Internet Education can: update customer services, create popular education products and offering accurate services to suitable students at right price in the practical time.The thesis consists 3 chapters:Chapter 1 the general statement of analytical CRM: introduce the characters ofanalytical CRM and the core tools and technologies concerned.Chapter2 introduces the deep effects on the Internet education absorbing the analytical CRM, and points out that the analytical CRM is the key to settle the present problems and realize the long-distance goals.Chapter3 designs the structure scheme of the Analytical CRM Internet Education, and takes the faith of students for instance to clarify and analyze the application of the Analytical CRM in Internet Education.