摘要： 进行客户关系管理系统建设,是当今各大航空公司争取竞争优势的重要手段。数据挖掘技术在CRM的实施中起着关键的作用。文章分别介绍了数据挖掘技术和CRM技术,具体介绍了在民航CRM建设中用到的决策树方法和模糊聚类方法这两种数据挖掘方法,并作了实验分析。最后对数据挖掘技术在民航中的应用作了展望。

关键词: 航空公司, 数据挖掘, CRM, 决策树, 模糊聚类

Abstract: The construction of customer relationship management system is an important means of competition between airlines. Data mining plays a key role in the process of CRM. This paper first introduces the fundamental knowledge of CRM and data mining,and then presents concretely two methods of data mining in the aviation CRM,decision tree and fuzzy clustering.

中图分类号: 

• TP311.13