【作者】 杨静；

【导师】 夏宏；

【作者基本信息】 华北电力大学(北京) ， 计算机科学与技术， 2023， 硕士

【摘要】 随着现代科技的迅速发展,社会生产力不断提高,市场上的产品种类日益丰富,企业发现只有挖掘客户的需求,提高客户满意度,才能占据市场份额,提高企业利润。为了增强市场竞争力,企业的运营模式逐渐变为以客户为中心,企业的经营理念更加强调满足客户需求,保持和提升客户关系。因此,客户关系管理系统应运而生。本文基于RFM模型设计开发了客户关系管理系统,对企业客户信息进行收集、分析和管理,主要工作内容如下:首先在客户管理系统中应用了 RFM模型和K-means算法,针对传统RFM模型的不足进行改进,提出基于客户最近购买时间、客户购买周期和平均单次购买金额三个维度衡量客户价值的改进RFM模型,并且采用基于K近邻的密度峰值算法优化了 K-means算法中初始聚类中心的选取方法,通过改进K-means算法对改进RFM模型的三个维度进行聚类实现客户细分。其次按照公司实际业务情况进行需求分析,根据公司需求将系统划分为客户关系、业务管理、数据分析和系统管理四个功能模块,并提出实用性、安全性和可操作性等非功能性需求。在完成需求分析之后,基于Vue.js框架和Spring Boot框架设计实现客户关系管理系统的各个功能模块,同时完成了数据库的结构设计。最后对系统进行功能测试和性能测试,验证系统已经达到了实际应用要求。本文设计实现的客户关系管理系统满足公司的业务需求,同时利用RFM模型结合K-means算法实现客户价值细分,以便于公司开展针对性营销策略,提升公司效益。更多还原

【Abstract】 With the speedy progress of modern technology and the steady improvement of social productivity,the variety of products on the market is becoming greater and greater.Companies are discovering that the only way to gain market share and increase profits is to satisfy customer needs and improve customer satisfaction.In order to enhance their ability to compete in the marketplace,the way companies operate is evolving to become more customer-centric,and their company business philosophy is placing greater emphasis on satisfaction of customer demands and maintaining and improving customer relationships.This has led to the development of customer relationship management systems.The dissertation designs and develops a customer relationship management system based on the RFM model to collect,analyse and manage information about a company’s customers,and the main work is as follows:First,the RFM model and K-means visualization algorithm are applied to the customer classification function of CRM.The RFM model is improved to overcome the shortcomings of the traditional RFM model,and an improved RFM model is proposed to measure customer value based on three dimensions:the time of the customer’s last purchase,the customer’s purchase cycle,and the average single purchase amount.The K-means algorithm was used to optimize the original clustering method,and the K-means algorithm was used to cluster the three dimensions of the improved RFM model to achieve customer segmentation.a requirements analysis is performed according to the actual business situation of the enterprise,and the system is divided into four functional modules,such as customer relationship,business management,data analysis and system management,and non-functional requirements,such as practicality,security and operability,are proposed according to the enterprise requirements.After completing the requirements analysis,the functional modules of the CRM system are designed and implemented based on the Vue.js framework and Spring Boot framework,and the database structure is finalized.Finally,a functionality and performance test of the system was performed to ensure that the system meets the requirements of the practical application.The customer relationship management system developed and implemented in this dissertation meets the business needs of the company while using the RFM model combined with the K-means algorithm to achieve customer value segmentation so that the company implement marketing strategies,and improve company performance.更多还原