客户知识管理的数据挖掘方法研究  

A Method of Data Mining of Customer Knowledge Management

作　　者：王峥[1] 王彦庆[2] 

机构地区：[1]四川大学华西医院科技部 [2]北京交通大学交通运输学院

出　　处：《哈尔滨工业大学学报（社会科学版）》2009年第5期113-118,共6页Journal of Harbin Institute of Technology(Social Sciences Edition)

摘　　要：作为企业信息化的最新发展,客户知识管理实现了由以产品为中心向以客户为中心的转变,客户知识成为企业的重要战略资源,客户知识管理已成为企业提升企业竞争力的有效措施。通过探讨数据挖掘方法在客户知识管理中的应用问题,利用数据挖掘方法以实现客户知识的获取。首先结合数据挖掘技术及客户知识管理相关理论知识,阐明了数据挖掘方法在客户知识管理中的应用流程及应用领域,在此基础上运用聚类分析方法,建立了基于数据挖掘技术的数据仓库模型。最后,通过挖掘聚类分析的实践,明确了在客户知识管理中实施数据挖掘的步骤,认识和总结出实践中出现的问题,验证了数据挖掘方法在客户知识管理中运用的可行性。Customer knowledge management has changed from a product -centered model to the client -centered one, which is the latest development of industrial information. And customer knowledge has turned out to be an important strategic resource and its knowledge management has become an effective measure to increase enterprise competence, This paper emphasizes the practical application of data mining method in the customer knowledge management and proposes that the data mining method can be used to obtain client knowledge. By combining the related theories of client knowledge management of data mining technique, this paper firstly illustrates the application flow and field of data mining method in the client data management, then uses the cluster analysis method to establish data mining technology -based data warehouse data model. Finally, the paper defines the steps of implementing data mining, eognizes and summarizes the existent problems, and validates the feasibility that data mining can be used in the customer knowledge management, through a practice of excavation cluster analysis in a case.

关 键 词：客户知识管理 数据挖掘 客户知识获取 

分 类 号：F270[经济管理—企业管理]