目前，市场竞争日益激烈，产品的同质化趋势越来越强，企业正在从“以产品为中心”的模式向“以客户为中心”的模式转移。在这种环境下，客户关系管理(Customer Relationship Management，简称CRM)已成为企业在激烈的市场竞争中取胜的法宝。越来越多的企业已经、正在或准备实施CRM战略，越来越多的供应商在计算机技术不断进步的基础上提出了各种CRM解决方案。企业领导的思想在进步，供应商的软件在不断完善。然而，我国CRM发展的现状表明CRM思想在国内的基础还是非常薄弱的，正是由于对CRM中管理思想理解的不透彻使得很多CRM项目不得不以失败而告终。“好的开始是成功的一半”，当企业开始着手规划其CRM蓝图时，必须得先明确其组织定位、目标、策略以及支持实现策略目标的一系列活动。CRM是将客户信息转化成为积极的客户关系的反复循环过程，而数据挖掘则是从大量数据中发掘出有用知识的强有力工具，数据挖掘技术在CRM中的有效运用可以为企业进行客户分析提供新的数据处理方法和更多的潜在信息。客户关系管理作为管理信息系统的分类之一，其核心是通过对有关客户及其行为进行有效数据收集，挖掘潜在市场和客户，扩大市场竞争优势，提高商业利润。本文正是以此为切入点，进行本课题的研究与论文撰写的。本论文针对数据挖掘技术在CRM系统中应用的特点，先后对客户关系管理系统、数据挖掘技术进行概述，然后分析了数据挖掘技术在CRM系统中的实际应用，对CRM系统的数据挖掘进行了分析，并提出了客户分类、交叉销售、客户获得和客户保持四个方面的数据挖掘模式。针对各种数据挖掘模式，采用了不同的数据挖掘算法。在此基础上介绍了CRM系统中数据挖掘模块的具体实现。从论文的结构上，本文分为六章。第一章为绪论，主要介绍本课题的研究背景、现状以及论文的结构、思路；第二章介绍了客户关系管理(CRM)的基本概念，并针对目前CRM的实施状况对其进行分析和总结；第三章介绍了客户关系管理系统中的关键技术--数据挖掘技术；第四章对CRM系统中的数据挖掘关键技术进行了探讨，并在此基础上，分析了各主要算法；第五章对CRM系统各模块进行总体介绍，并提出了实现的关键技术；第六章对本论文进行了总结，并提出对今后进一步研究的展望。Today, market competition is more and more drastic and products are more and more similar in quality. So businesses have changed from production-driven to customer-driven. On this situation, CRM(Customer Relationship Management)has become the trump to success of the enterprise in the cruel market competition. More and more enterprises have or are going to actualize CRM, and more and more suppliers have brought up many CRM solutions. Surely, the leaders’ thoughts are progressing, the CRM software is consummating. However, looking at the development of CRM in our country rationally. We can find that the basis of CRM idea in China is still very weak. This is just the reason for why there are so many CRM projects have failed in the end."Good beginning is half of success". When an enterprise is going to start to plan CRM, it must get its orientation, target, strategies and a series of activity to support and realize the strategy target at first. CRM is the recycle process that transforms the customer information into the positive customer relations, but the data mining is the powerful tool that excavates the useful knowledge from the massdatas, the effective utilization of data mining technology in CRM can provide the recent data processing method and more latent information in customer analysis.The CRM is one class of the Management Information System,whose core is to collect data through the customer and their behavior, to excavate potential market and the customer, to expand the advantage of marketplace compete and to enhances the commercial profit.The paper just regards the point as the research object. According to the characteristics of data mining technology in CRM system,the paper outline the CRM system and data mining technology,then analysis the data mining technology in the CRM system practical application, and carry on the analysis to the CRM system’s data mining.Then propose the four aspects of data mining patterns such as customer classification, cross-buying, customer obtainer and retention.In view of each kind of data mining pattern, has used the different data mining algorithm. Based the introduction above, the author introduced the realization of the data mining module in the CRM system.In structural terms of the paper, the paper is divided into six chapters.In the first chapter, the paper introduces the research background, current situation and the structure of the paper. The second chapter introduces the concepts of CRM then analyzes and summarize the CRM implement at present. The third chapter introduces the key techniques of CRM--DM(Data Mining). In the fourth chapter, the paper