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数据挖掘(Date Mining)技术已广泛应用于企业的CRM(客户关系管理)中。随着电力市场化改革的不断深入,供电企业将面临更多的市场竞争,电力客户必将成为竞争的焦点。因此,如何利用DM技术对电力客户进行有效管理,从而提供个性化服务,最终赢得市场,是电力企业获得经济效益和社会效益的关键所在。本文就此问题进行了初步探索,分析了数据挖掘技术在电力企业客户关系管理中的具体应用,并建立了基于电力客户关系管理的数据挖掘流程图。
Data Mining (Date Mining) technology has been widely used in the enterprise CRM (customer relationship management). With the deepening of market-oriented electricity reform, power supply enterprises will face more market competition and power customers will surely become the focus of competition. Therefore, how to use DM technology to manage electric power customers effectively and provide personalized service finally to win the market is the key for the electric power enterprises to obtain economic benefits and social benefits. This article has carried on the preliminary exploration to this question, has analyzed the concrete application of the data mining technology in the power enterprise customer relationship management, and has established the data mining flow chart based on electricity customer relationship management.