Design And Implementation Of Power Grid Customer Relationship Management System Based On Data Mining

At present,a new round of power system reform is in full swing.How to research and develop the customer relationship management system for power grid is one of the most important links for the power enterprise's changing from production-oriented enterprises to operation-oriented enterprises.However,in recent years,there is not yet a customer relationship management system of power grid based on data mining to achieve large-scale customer classification and credit rating evaluation.The service mode of power grid enterprises is single,undifferentiated and pointless.So,in this dissertation,based on data mining technology and software engineering theory,the key technologies of the customer relationship management system of power grid are studied,and a customer relationship management system of power grid is developed.The system provides effective technical support for grid enterprises to better serve power customers and social production.The project's main achievements obtained are as follows.Firstly,based on the demand analysis,the functions of customer management,the customer maintenance,the complaint management,query statistics and the system management are constructed for the customer relationship management system of power grid.Then,the outline design,the algorithm design,the function of modular design and the detailed design are completed.Secondly,the traditional Apriori algorithm is improved by optimizing frequent itemset access.The classification and evaluation of the customer's credit rating can be achieved by only one scan with the improved Apriori Algorithm.The schemes of system analysis and design are designed with UML technology.In order to take different maintenance measures,the data mining technology is adopted for mining the rules of customer data to achieve customer classification.The short message maintenance is solved by the third-party gateway technology,and the mail maintenance function is realized through the Mail component.The informations such as the power outage announcement are sent to the customer for improving customer satisfaction and maintenance efficiency.On the basis of the previous work,the customer relationship management system of power grid with classification and discernment is developed and optimized.Finally,the functional and performance tests of the system are carried out.It indicates that the customers with different credit levels can be equipped with different credit limits.Meanwhile,based on the clarification and integrity degree of customers,corresponding schemes about remaindering fees can be adopted.These schemes can improve the customer satisfaction and customer relationship management system.