【作者】 李容；

【导师】 周毅；

【作者基本信息】 苏州大学 ， 档案学， 2009， 硕士

【摘要】 随着知识经济的到来,知识逐渐取代传统的生产要素成为企业最重要的资源。“以客户为中心”为核心思想的客户知识管理通过对客户知识的运用和客户关系的引导,达到企业和客户价值的最大化。与客户行为相关的客户档案是客户知识管理的基础,但是由于技术和观念的局限性,很多隐藏在客户档案中的客户知识无法被快速有效地挖掘出来。知识挖掘正是为解决这一问题应运而生的一种知识发现技术。知识挖掘能从大量的日常积累的数据中发现潜在的、有价值的信息和知识,用于支持决策。本文提出一个客户档案动态管理的实现方法,重点构建了知识挖掘在客户档案管理中的具体实施方案,将客户信息转化为客户知识,为企业的经营决策服务;最后还探讨分析了客户档案管理中的知识挖掘在现代企业中的应用实例,希望能在理论研究和实践之间架起一座互通的桥梁,为企业客户档案管理中的知识挖掘提供理论上的支撑及实践上的指导。更多还原

【Abstract】 With the coming of knowledge-based economy, knowledge will gradually become the most important resource in enterprise instead of the traditional production factors. The thought of having customers as a centre is regarded as the essence of the customer knowledge management (CKM).And CKM is the application of customer knowledge and establishment to customer relationship in order to achieve the enterprises’strategy and maximize the value of customers. The archives of customers relevant to customer’s behavior are the foundation of CKM. But the customer knowledge hided in the archives of customers can’t be found out speedily and effectively because of the limitation of the technology and concepts. Knowledge Mining comes as the knowledge discovery technology to solve this problem. It can help to find out some potential and valuable information and knowledge from daily experiences in favor of decision-making.In this paper we provide a method to accomplish the dynamic customer archive management, and stress on the specific implement of knowledge mining in the customer archive which can change the customer information into customer knowledge to help make decisions for enterprise management. Eventually it puts emphasis on the application example of knowledge mining in the customer archive in the modern enterprises, expecting that a bridge of theoretical research and practice can be built, and a theoretical support and practical guidance for knowledge mining in the customer archive will be provided.更多还原