In the era of e - business , the customer relationship management ( crm ) is the key to improve the core competence of a corporation . companies are realizing that the keys to long - term , " sustainable revenues and profits are identifying , acquiring , and retaining profitable customers . as we all know , the core of crm is customer value management 客户关系管理( crm )是适应现代企业“以产品为中心”到“以客户为中心”的经营模式的战略转移而迅猛发展起来的新的管理理念，它以客户满意和客户忠诚作为最终目标；商业智能是一种基于大量信息基础上的提炼和重新整合的过程，这个过程与知识共享和知识创造紧密结合，完成了从数据到信息到知识的转变。
It is common that the customers that have leaved to return to the old network , which indicates that some brands of the company compete severely with each other and that the company enjoy high customer approval at network coverage and phone communication quality . in order to solve the problems above , this paper puts forward to utilize customer retention strategy in customer relation management and suggests to sz mobile company that the significance of customer retention to a company ’ s competition strength must be fully realized , that the key factors affecting customer defection must be 针对上述问题,本文提出运用客户关系管理理论中的客户维系策略,建议sz移动公司:要充分认识客户维系对企业竞争力的战略意义,重点关注影响客户流失的几个重要环节,有的放矢,灵活运用价格策略,以提高客户让渡价值为基础,加大客户转移成本,努力提高客户的满意度,最终赢得客户忠诚,进而扩大与现有客户的交易量,以有效的客户维系来提高客户的保持力,使企业保持经济效益的不断增长,在市场竞争中获得持久的竞争优势,以迎接新形势下的挑战。
By comparing and analyzing the essential connotation of customer relationship and the subjective intention of crm , this study describes three aspects and four characteristics of uncertainty in the customer relationship , and analyzes the reliability of the customer value circulation , the customer loyalty theories and the enterprise resource devotion under the uncertain conditions 通过对客户关系的本质内涵和客户关系管理的主观意图的比较，概括了客户关系中不确定性的三方面表现形式和四种体现类型，并分析了在不确定条件下客户价值循环、客户忠诚理论和企业营销资源投入的可靠性。
Now , data mining has been used in telecom , finance , busyness , weather forecast , dna , stock market , intrusion detection and customer segmentation etc . so in this paper we first research the algorithm of outlier detection based cell , point out and improve on its shortcomings , then design a system of customer loyalty analysis to settle the customer loyalty analysis problem based this algorithm and some other data mining techniques , final , analyze customer loyalty of haier company based its customer relationship data 因此，本文首先研究了基于单元的孤立点发现算法，指出了其存在的缺点，并予以改进；其次，采用该算法并结合其它数据挖掘技术，针对企业中的客户忠诚度分析问题构建了客户忠诚度分析系统，最后，根据海尔客户关系数据，分析了海尔集团的客户忠诚度。
