如何构建面向3G时代的业务支撑系统

业务支撑系统作为3G运营的重要组成，它的建设情况直接决定了电信运营商今后3G运营的成败，文章简单介绍了如何构建面向3G时代的业务支撑系统，对建设今后的业务支撑系统提供建议。     

Mining for trigger events with survival analysis

This paper discusses a new application of data mining, quantifying the importance of responding to trigger events with reactive contacts. Trigger events happen during a customer’s lifecycle and indicate some change in the relationship with the company. If detected early, the company can respond to the problem and retain the customer; otherwise the customer may switch to another company. It is usually easy to identify many potential trigger events. What is needed is a way of prioritizing which events demand interventions. We conceptualize the trigger event problem and show how survival analysis can be used to quantify the importance of addressing various trigger events. The method is illustrated on four real data sets from different industries and countries.     

CRM的发展及选型

本文详细论述了CRM(客户关系管理)的定义及其发展、CRM与ERP的关系以及企业如何选择适合的CRM系统。     

基于LoadRunner软件的CRM系统性能测试

文章介绍了性能测试的工作原理与流程以及测试工具LoadRunner的体系结构与工作机制,并针对国内某大型电子信息制造企业CRM系统的特点,用LoadRunner对该CRM系统进行了性能测试,取得了良好的效果。     

Paving the way for CRM success: The mediating role of knowledge management and organizational commitment

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.     

高效液相色谱法在氟铃脲标准样品制备中的应用研究

标准样品是农残分析巾的必要条件。应用高效液相色谱法进行氟铃脲的纯化、制得氟铃脲标准样品，用DELTA PAK C18柱，以乙腈-水(68：32)为流动相，在波长254nm，室温下进行了保留值定性、定值分析、均匀性及稳定性考察，效果良好。     

基于 Siebel CRM 的电信业务的设计与实现*

随着企业的发展、信息技术的进步,以“客户为中心”的口号成为众多企业的经营理念;客户就是市场,逐渐成为企业竞争的唯一导向。针对传统客户关系管理系统的不足,利用Siebel系统在CRM 中的优势,设计出电信业的客户关系管理系统（CRM ）;利用Siebel CRM系统对其它系统的强大的支撑,实现电信业的系统集成,完全实现电信业的自动化经营;最终实现电信业的“以客户为中心”的理念,达到电信业存量经营的目标。     

企业客户信息系统(ECIF)设计

以客户为中心是众多企业战略规划的重点,如何在信息技术飞速发展中,根据客户的特征、行为和偏好来获取新客户、促进企业的发展,企业客户信息系统的信息化建设已成为重中之重。采用J2EE设计了一个支持多层架构,并具有良好的可用性、伸缩性、扩展性、安全性的系统。系统可以实现对企业客户信息的数据管理、数据统计、数据维护等功能,提高了企业办公效率,完善了客户服务体系。     

电子商务环境下的客户关系管理研究

本文对电子商务环境下的客户关系管理的含义、特点及功能进行新的定义与分析,指出过去的客户关系管理所存在的不足,并对现有的客户关系管理流程进行了改进,认为必须要考虑诸多外部环境因素,特别指出改进后的客户关系管理流程与已有流程间的区别,并对其做出进一步的分析。     

Neural Network and Classification Approach in Identifying Customer Behavior in the Banking Sector: A Case Study of an International Bank

The customer relationship focus for banks is in development of main competencies and strategies of building strong profitable customer relationships through considering and managing the customer impression, influence on the culture of the bank, satisfactory treatment, and assessment of valued relationship building. Artificial neural networks (ANNs) are used after data segmentation and classification, where the designed model register records into two class sets, that is, the training and testing sets. ANN predicts new customer behavior from previously observed customer behavior after executing the process of learning from existing data. This article proposes an ANN model, which is developed using a six‐step procedure. The back‐propagation algorithm is used to train the ANN by adjusting its weights to minimize the difference between the current ANN output and the desired output. An evaluation process is conducted to determine whether the ANN has learned how to perform. The training process is halted periodically, and its performance is tested until an acceptable result is obtained. The principles underlying detection software are grounded in classical statistical decision theory.