机构地区: 广东工业大学管理学院
出 处: 《工业工程》 2006年第2期86-90,110,共6页
摘 要: 以电信客户关系管理(CRM)为研究对象和研究背景,研究了基于可拓逻辑的客户划分、客户群的转换分析和潜在客户挖掘的问题,提出了电信CRM的相应四条对策。这些对策提供了一套定量和定性相结合的思路与评价方法,对电信的CRM乃至其他各个行业的CRM具有参考价值和借鉴意义。 Taking telecom customer relation management(CRM)as a research object, this paper employs extension logic to study the classification of customers, the transformation analyses of customer groups, and the data mining of future customers. The paper puts forward four countermeasures, which provide a set of quantitative and qualitative ideas and evaluating methods. They can be used for reference not only to telecom CRM, but also to others,