论文部分内容阅读
针对客户关系管理(CRM)业务中的客户维系挽留问题,提出基于策略的决策支持的思路和技术方案.介绍策略支持的概念,描述基于策略支持的应用在 CRM 体系中的意义,研究 CRM 系统的策略支持的工作机制,包括策略的建模、策略库设计以及策略匹配相关算法.并基于研究结果给出 CRM 策略支持的系统框架,结合电信运营中的客户细分与维系挽留的业务流程描述应用情况,说明其先进性.
Aiming at the problem of customer retention in customer relationship management (CRM) business, this paper proposes the idea and technical solution of policy-based decision support, introduces the concept of policy support, describes the application of policy support in CRM system, The working mechanism of policy support includes the modeling of strategy, the design of strategy database and the algorithm of policy matching, and gives the system framework of CRM strategy support based on the research results. Combining the customer segmentation in telecom operation with the maintenance of business process description application Situation, indicating its advanced nature.