摘要
市场竞争的加剧使得企业的经营策略已经从"以产品为中心"转变为"以客户为中心"。强调客户价值的重要性,就要收集足够的信息以便对客户进行分类,并针对不同的客户采用具有针对性和有效的互动交流。从而达到为客户提供个性化服务的目的。为了实现这一过程,必须使用新的管理手段,"客户关系管理"(CRM)就是其中之一。其目的是在与客户的交互活动中了解客户,与所选择的客户群体建立初期和有效的关系。借助SAS系统可以解决实现客户关系管理方面所涉及的技术与商业问题。通过使用SAS的先进的数据分析技术,把大量的、经过精心挑选的客户数据转化为有用的、可靠的信息和知识,以支持战略上和战术上的商业决策。
The aggravation of the market competition makes the management tactics of enterprises already change from 'regarding products as the centre 'into ' regarding customer as the centre. '. To emphasize the importance of customer's value needs to collect enough information in order to classify the customer, and adopt pointed and effective interdynamic to different customer. Thus achieve the purpose to offer!to customer personalized service. In order to realize this course,new management must be used. It is one of them that 'customer's relation is managed' (CRM). In order to find out customer and set up initial stage with mutual activity of customer with customer's colony chosen and valid relation, It can solve and realizes the technology including management of customer's relation and commercial problem through SAS system. By means of the advanced data analysis technology of SAS,we can turn the data into useful, reliable information and knowledge in order to support the strategy and tactical business decison.
出处
《平顶山工学院学报》
CAS
2004年第3期53-55,共3页
Journal of Pingdingshan Institute of Technology
