目录第一章数据挖掘在客户关系管理中的应用概述..................................................................3第二章数据挖掘概述.............................................................................................................42.1数据挖掘定义...................................................................................................................42.2数据挖掘的过程...............................................................................................................42.2.1确定业务对象............................................................................................................42.2.2数据准备...................................................................................................................42.2.3数据挖掘...................................................................................................................42.2.4结果分析和评估........................................................................................................42.2.5知识的嵌入应用........................................................................................................42.3数据挖掘的技术...............................................................................................................52.3.1关联分析..................................................................................................................52.3.2序列分析..................................................................................................................52.3.3分类分析...................................................................................................................52.3.4聚类分析...................................................................................................................52.3.5预测分析...................................................................................................................52.3.6孤立点分析...............................................................................................................5第三章客户关系管理概述......................................................................................................73.1客户关系管理的定义........................................................................................................73.2客户关系管理需要数据挖掘............................................................................................7第四章数据挖掘技术在客户关系管理中的应用..................................................................84.1客户盈利能力...................................................................................................................84.2客户的保持和流失............................................................................................................84.3客户获得...........................................................................................................................84.4客户细分...........................................................................................................................94.5交叉营销...........................................................................................................................94.6客户欺诈风险分析............................................................................................................94.7市场策略分析..................
