摘要
客户资源是企业竞争力的归宿,客户关系需要进行科学管理,这已成为现代企业的共识。电子化的客户关系管理要求企业建立客户资源数据库,并基于客户资源数据库通过网络实现客户需求分析、挖掘客户资源、实现个性化客户服务等。本文对支持向量机理论进行了研究,在介绍SVM原理的基础上,给出了基于支持向量机理论的高维空间数据挖掘方法,并结合实例研究给出了面向电子商务的智能客户关系管理模型。
It is the common opinion that the customer relationship should be managed scientifically in the modern enterprises. In the electronic customer relationship management(CRM), the customer resource database should be established, the customer demand analysis, data mining of customer resource database and characteristic service can be carried out via the network. In this paper, support vector machines(SVM) and the data mining method based on SVM of high dimension space are studied, then the intelligent CRM model oriented to electronic business combined with a simulation example was presented.
出处
《工业工程与管理》
2004年第4期78-82,共5页
Industrial Engineering and Management
基金
国家自然科学基金资助项目(70271031)
