CRM中项目管理的应用与研究

以CRM项目的特点和CRM项目管理的核心为出发点,分析了企业在实施CRM项目的整个流程中应该注意的关键问题,并从项目管理的角度讲述了如何在CRM项目中结合应用项目管理的知识使CRM项目在企业中获得成功。     

A service oriented approach to Business Intelligence in Telecoms industry

This paper presents an investigation into the integration and analysis of data from CRM and CDR of Telecoms operators using SO approach to assist the organization in making real-time and accurate decision about the customer tariff plan to ensure customer satisfaction which in return can lead to increase in profit. The development of Service Oriented Business Intelligence (SOBI) architecture based on an analysis of existing architectures/models and customer requirements that were captured through questionnaires. The architecture integrates integrate data from heterogeneous data sources of the organization. A SOBI prototype system that simulates the basic operation of a typical Telecoms organization has been developed and evaluated.     

广电CRM应急系统设计与实现

广电业务随着互联网的发展,企业运作越依赖于IT架构,对信息系统运作的稳定性和可靠性的要求就越高,业务连续性将是最重要的竞争力.为保证24×7运营,除灾难恢复外,还需要制定业务连续综合计划.保证高度可用性和连续运营能力是企业成功的关键.企业需保证系统关键应用和数据受到保护并处于可用状态,发生停机或灾难后运营可以继续.通过利用底层数据复制技术和逻辑复制技术构建的应急系统,切换回切时长在1 min以内,保障了业务连续性,对用户无感知.     

E化供应链管理

介绍了电子商务环境下新的供应链管理模式-e化供应链管理,总结了e化供应链的特征,分析了构建e化供应链的可能性和必要性,并结合国情对在实施e化供应链过程中所应注意的问题进行了研究。     

电子商务环境下协作型CRM系统模型研究

首先分析了电子商务环境下CRM的特点和模型。电子商务环境下协作型CRM必须实现企业和客户多种交互渠道的有效整合,提出了通过XML,VoiceXML和CTI技术结合构建基于Intemet平台的呼叫中心来实现这个目标。     

J2EE构建CRM之持久性框架的设计与实现

该文旨在通过建立持久性框架来使J2EE构建的CRM系统能够做到随需应变,当企业应用发生变动时,只要对该框架进行少量修改,即可满足新的应用,而不用重建整个系统。文中以具体项目为例,详细地给出了该框架的设计和实现过程。     

基于知识的神经网络及其在CRM中的应用

分析一般神经网络应用于CRM时存在的问题,提出将基于知识的神经网络应用到CRM领域。示例表明,基于知识构造出的神经网络不仅提高了网络的可解释性,而且降低了输出误差,提高了学习速度。     

Selecting CRM packages based on architectural,functional, and cost requirements: Empirical validation of a hierarchical ranking model

This study describes a hierarchical ranking model to help the selection of CRM (customer relationship management) packages based on their functional and technical quality. The model is tested empirically by applying the hierarchical analytical process (AHP) to a sample of 42 CRM packages. Results indicate how functionally similar packages can differ substantially in their technical quality and, thus, in their ability to be integrated within a companys information system. The hierarchical model is verified to be dependable, since the quality-based ranking of packages is found to have a low rank-reversal probability as a consequence of managers uncertainty in weighing the relevance of different quality variables. From a practical standpoint, these results confirm that CRM packages differentiate in measurable quality variables, which can be used by practitioners as a framework to gather and evaluate software-selection information during feasibility analyses.     

基于Web使用挖掘的匿名用户购买预测模型

基于Web使用挖掘的思想,通过在Web日志文件中加入用户页面动作记录,结合浏览页面和页面行为两方面的内容,设计算法计算支持度计数,进行关联规则挖掘,力图提取更加准确的用户购买模式;参照这些模式,利用一种混合模式算法对Web站点匿名访问用户的购买概率进行预测,建立预测模型,并给出了实验结果分析.提出的模型对企业的客户关系管理具有积极的意义.     

数据挖掘技术--模糊聚类分析在客户关系管理中的应用研究

企业的竞争重点正在经历着从以产品为中心向以客户为中心的转移，客户关系管理作为一种全新的管理、经营理念，越来越引起商家的重视。在数据仓库中进行数据挖掘正逐渐成为CRM中最核心的部分。本文从CRM中数据分析的不确定性，提出采用模糊聚类的分析方法来分析、预测客户行为。