| 面向大规模定制生产的客户关系管理研究 |
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| 引用本文： | 肖刚,张元鸣,单继宏,程振波.面向大规模定制生产的客户关系管理研究[J].计算机集成制造系统,2004,10(8):924-928. |
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| 作者姓名： | 肖刚 张元鸣 单继宏 程振波 |
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| 作者单位： | 浙江工业大学,信息工程学院,浙江,杭州,310032 |
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| 基金项目： | 浙江省科技厅资助项目(2003C31006)。~~ |
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| 摘 要： | 为了充分发挥客户关系管理在大规模定制(MC)中的作用,促使大规模定制生产模式更有效地运作,对大规模定制与客户关系管理(CRM)两者之间的关系进行了研究,提出了面向大规模定制生产的客户关系管理(CRMMC)的思想。重点对CRMMC的概念和特点进行分析,对CRMMC在MC中的运作模式和功能组成进行了深入研究,建立了以客户定制行为分析、客户定制规律挖掘为特征的CRMMC系统模型,最后对CRMMC在MC中的作用和意义进行了阐述。
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| 关 键 词： | 大规模定制生产 客户关系管理 数据挖掘 |
| 文章编号： | 1006-5911(2004)08-0924-05 |
| 修稿时间： | 2003年7月9日 |
Research on customer relationship management for mass customization |
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| XIAO Gang,ZHANG Yuan-ming,SHAN Ji-hong,CHENG Zhen-bo.Research on customer relationship management for mass customization[J].Computer Integrated Manufacturing Systems,2004,10(8):924-928. |
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| Authors: | XIAO Gang ZHANG Yuan-ming SHAN Ji-hong CHENG Zhen-bo |
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| Abstract: | In order to operate Mass Customization (MC) mode better, and exert the impact of Customer Relationship Management (CRM) on the implementation of MC, Customer Relationship Management for Mass Customization (CRMMC) was put forward. Especially, the concept and characteristics of CRMMC were analyzed. Based on it, the operation model and functional composition of CRMMC were deeply studied. As a target, a prototype system of CRMMC was built, which supported MC in analyzing the customization action and mining the customization disciplinarian of customer. Finally, the impacts and significances of CRMMC's were summarized. |
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| Keywords: | mass customization customer relationship management data mining |
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