客戶服務質(zhì)量管理系統(tǒng)的設計與實現(xiàn).pdf

1、天津大學碩士學位論文客戶服務質(zhì)量管理系統(tǒng)的設計與實現(xiàn)姓名：林雪雁申請學位級別：碩士專業(yè)：計算機應用技術指導教師：許林英20070501ABSTRACTWithfastdevelopmentofintemetandintensecompetitionofmarket，theconceptofC毽熨of爨efRelationshipManagement(CRM)comesintobeing。CRMsetsitsultragoaItoimpr

2、ovetheabilityofenterprisestomakeprofitandsetsitsdirectgoaltoimprovetherelationshipbetweenenterpriseandcustomerDataMiningisthedataanalysistechnologythatfindsunknownknowledgeinthelargeamountofdataUsingdataminingtechnologyt

3、oanalyzecustomers’data，wecarlfindcustomerbehaviormodeltoprovidesupportfordecisionmakinginCRMInthispaperwediscussedtheCustomerServiceQualityManagementSystemindesignandimplementationofFourpartyorientedlogisticsinformationm

4、anagementplatformFirstthestructureoflogisticsinformationmanagementplatformandthefunctionofeachmoldareintroducedThenitanalyzedthefunctionofcustomerservicequalitymanagementsystemandmodelingusingUMLAfterthat，introducedd8汝翔i

5、ninganddecisiontreeingeneralAccordingtotherealproblem，itputtheemphasisonthedesignandimplementationofcustomerservicequalitymanagementsvstemBasedonC45decisiontreeclassifyingmethod，thispaperdesignedamethodloeval騏ate壤eeustom

6、er’Sservicequality。UsingthisalgorithmcanformaseriesofrulesthatexpressedthelevelsofcustomerservicequalityThecompanycanjudgeevcrycustomer，sservicequalityusethisrulesFinallyitrealizedthepurposetousetheresuItofevaluationinhe

7、lpingcustomerstochoosetheserviceproviderthattheysatis蠡甜。Thereforethecompanycanimprovecustomersatisfactiondegree，thentobettermaintainanddeveloptherelationshipwithcustomersIntheend。theconclusionandthefutureoftheapplication