分析型CRM中客户数据仓库的设计与应用  

Design and application of customer-centric data warehouse in analytical CRM

作　　者：赵晓煜[1] 马雯迪[1] 孙福权[2] 

机构地区：[1]东北大学工商管理学院,沈阳110004 [2]东北大学东软信息学院,大连116023

出　　处：《信息技术》2005年第11期13-16,共4页Information Technology

基　　金：国家高技术研究发展计划(863计划)资助项目(2003AA414032)

摘　　要：讨论了分析型CRM中客户数据仓库的需求分析和逻辑设计方法:通过调研收集了与客户关系管理相关的多维查询,并将这些多维查询分成营销,销售和客户服务三类,每类查询与一个主题相对应。提出了客户数据仓库的总线架构和一个基本的事实星座模型。基于建立的客户数据仓库,介绍了查询与报表、OLAP分析和数据挖掘等客户数据分析方法。This paper discussed the requirement analysis and design of customer - centric data warehouse for customer relationship management. It also collected an extensive set of interesting multi - dimension queries for CRM, and classified them into three categories, including marketing, sales and customer service. Each category is treated as a subject area. This paper presented the data warehouse bus architecture and a basic fact constellation model. Based on the customer- centric data warehouse, several methods for customer data analysis, such as query and report, OLAP and data mining, are introduced.

关 键 词：客户数据仓库 多维查询 总线架构 事实星座模型 数据挖掘 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]