数据挖掘在CRM中的应用

从一个企业内部来说,CRM的 功能可以分为三个方面：销售、营销和客户服务,具体包括客户管理、联系人管理、时间管理、潜在客户管理、销售管理、营销管理、电话营销、客户服务等,有的还包括了呼叫中心、合作伙伴关系管理、商业智能、知识管理、电子商务等。数据挖掘技术能够帮助企业管理客户生命周期的各个阶段,包括争取新的客户、让已有的客户创造更多的利润、保持住有价值的客户,确定了客户的特点,为客户提供有针对性的服务等等。这里,笔者将介绍数据挖掘在CRM中应用的以下五个主要方面："1、 客户细分" 客户细分是企业有…     

基于消费行为的市场细分模型构建与验证——以移动通信行业为例

针对客户偏好和客户需求开展市场营销活动是每一个移动运营商最为关注的问题.为此,分析了移动通信行业现行的以人口统计变量和ARPU值为划分维度的市场细分方法,并在此基础上提出了以消费行为作为划分维度的市场细分模型,该模型将客户按照"当前价值"、"发展性"和"忠诚度"3个维度进行细分,并从数据库中分别提取相应的变量对各个维度进行有效测量.同时采用了K-means聚类算法和相关的数据挖掘和统计方法对模型进行了验证,进一步确定了模型的实用价值.     

多渠道营销模式下企业的精准营销探究

在新媒体发展瞬息万变的今天,企业面临着前所未有的复杂市场环境和越来越挑剔的细分目标客户,只采用一种营销模式来满足细分目标客户的消费需求几乎不可能。为提高营销效率,企业必须在营销模式上不断探索、创新。因此,越来越多的企业将目光投向了定位于目标客户进行多渠道精准营销。文章对多渠道营销与精准营销进行概述,并从信息融合、产品融合、渠道融合、服务融合等方面探索基于多渠道营销的企业精准营销实现策略,最后简要分析多渠道精准营销的注意事项。     

面向客户需求的神经网络挖掘方法

客户细分是客户关系管理的主要内容，对客户进行细分有助于优化企业资源配置和对客户进行差异化服务进而提高客户满意度。很多文献根据客户对企业的贡献利用相关模型对客户进行了细分，本文从差异化服务出发，根据客户的需求特征或需求层次对客户进行了细分，这有助于预测客户的需求和减少企业的营销成本。在具体细分过程中根据数据挖掘的思想采用了自组织映射神经网络模型，并通过模拟说明了模型的有效性。     

医药流通企业的客户关系管理研究——以TSL药业为例

结合客户关系管理理论,分析医药流通企业所面临的营销环境,基于客户生命周期对公司客户价值进行评估并细分客户,提出了具体的客户关系营销策略。     

基于购买行为的客户细分方法比较研究

客户保持能有效的提高企业的盈利能力,但客户保持的目标不是追求零流失,而是管理客户的流失率和最大化客户资产.客户细分是实施客户保持的第一步,根据不同的细分客户群对企业的利润贡献,开展有针对性的营销战略/策略,对基于客户购买行为的客户细分方法作了比较研究.     

基于购买行为的客户细分方法比较研究

客户保持能有效的提高企业的盈利能力,但客户保持的目标不是追求零流失,而是管理客户的流失率和最大化客户资产.客户细分是实施客户保持的第一步,根据不同的细分客户群对企业的利润贡献,开展有针对性的营销战略/策略,对基于客户购买行为的客户细分方法作了比较研究.     

消费价值观研究应成为当今营销研究的一个重要方向

以往研究表明,在影响消费决策行为的诸多因素中,消费价值观因素起着重要的作用,本文认为当个性化消费被社会认同并发展成为当今社会主流消费文化的时候,消费价值观对消费行为的作用越显强烈。随着这一变化,企业的营销理念和营销模武也要作相应地改变,研究与具体消费行为相联系的消费价值观应是企业营销研究的重要方向,以往市场细分和品牌定位的分析框架需要重构。     

客户关系管理（CRM）与客户选择

在客户关系管理中，建立在市场细分基础上的客户选择是完成客户关系管理“一对一营销”中所有有效工作的前提。科学地解决好针对弹性客户的管理是至关重要的竞争手段，不仅可以壮大自己，而且可以抑制竞争对手，使企业始终处于有利的竞争位置。     

消费价值观研究应成为当今营销研究的一个重要方向

以往研究表明,在影响消费决策行为的诸多因素中,消费价值观因素起着重要的作用,本文认为当个性化消费被社会认同并发展成为当今社会主流消费文化的时候,消费价值观对消费行为的作用越显强烈.随着这一变化,企业的营销理念和营销模式也要作相应地改变,研究与具体消费行为相联系的消费价值观应是企业营销研究的重要方向,以往市场细分和品牌定位的分析框架需要重构.     

Criteria for selecting a production control philosophy

Logistic objectives constitute a compromise between having short leadtimes and a low volume of work in progress on the one hand and a high resource loading and due date obligation on the other. Miscellaneous production planning approaches offered today provide different combinations of logistic objectives for satisfying a manufacturing strategy. To combine the strength of the various approaches into a unified system, a new approach based on a dynamic and distributed production planning methodology is proposed. To customize the approach, various analyses and specifications have to be made and for that reason some important characteristics and criteria for analysing production control philosophies will be given.     

The social construction of the meaning of acute stressors: a qualitative study of the personal accounts of police officers using a stress counselling service

The police profession is one in which acute stressors are encountered more frequently than in other occupations. Using the personal accounts of 35 police officers attending an in-house stress counselling clinic, the aim of the present study was to provide a qualitative examination of how the institutional context of policing influenced the ways in which acute stressors signified to individual police officers experiencing felt distress. Using the framework of Rational Emotive Behaviour Therapy as an analytical tool, it is argued that beliefs contributing to the experience of felt distress are related to the way in which policing as both an identity and an activity is constructed through the police organizational culture. Not only do these constructions influence the ways in which officers perceive themselves and their environments, but they also operate at the collective level to 'normalize' some emotional responses and to 'pathologize' others which, it is argued, could impact upon the outcomes of interventions such as stress counselling.     

The moderating role of social support in Karasek's job strain model

This paper examines whether social support is a boundary-determining criterion in the job strain model of Karasek (1979). The particular focus is the extent to which different sources of social support, work overload and task control influence job satisfaction, depersonalization and supervisor assessments of work performance. Hypotheses are tested using prospective survey data from 80 clerical staff in a university setting. Results revealed 3-way interactions among levels of support (supervisor, co-worker, non-work), perceived task control and work overload on levels of work performance and employee adjustment (self-report). After controlling for levels of negative affect in all analyses, there was evidence that high levels of supervisor support mitigated against the negative effects of high strain jobs on levels of job satisfaction and reduced reported levels of depersonalization. Moreover, high levels of non-work support and co-worker support also mitigated against the negative effects of high strain jobs on levels of work performance. The results are discussed in terms of the importance of social support networks both at, and beyond, the work context.     

Job insecurity, coping resources and personality dispositions in occupational strain

This paper presents research on the relationships between the work-related stressor of perceived job insecurity and various indicators of occupational strain, taking into account employees' personality dispositions (trait negative and positive affectivity) and coping resources. Respondents were 222 Australian public servants surveyed during organizational restructuring that involved downsizing and threat to job certainty. The research was formulated within an adaptation of Osipow, Doty, and Spokane's (1985) framework of stress-strain-coping that included the possible direct as well as moderating effects of personality dispositions in reporting occupational strain (Parkes, 1990). Findings from hierarchical regression analyses indicate consistent significant independent effects of personality dispositions, coping resources and perceived job insecurity on various indicators of strain. There was also support for the moderating roles of negative affectivity and self-care in the relation between perceived job insecurity and physical strain. Implications for the role of dispositional factors, especially negative affectivity, and the utility of various coping resources in accounting for occupational strain in times of threatened job security are discussed.     

Introduction to Special Section on Sensitivity Analysis and Summary of NCSU/USDA Workshop on Sensitivity Analysis

This guest editorial is a summary of the NCSU/USDA Workshop on Sensitivity Analysis held June 11–12, 2001 at North Carolina State University and sponsored by the U.S. Department of Agriculture's Office of Risk Assessment and Cost Benefit Analysis. The objective of the workshop was to learn across disciplines in identifying, evaluating, and recommending sensitivity analysis methods and practices for application to food‐safety process risk models. The workshop included presentations regarding the Hazard Assessment and Critical Control Points (HACCP) framework used in food‐safety risk assessment, a survey of sensitivity analysis methods, invited white papers on sensitivity analysis, and invited case studies regarding risk assessment of microbial pathogens in food. Based on the sharing of interdisciplinary information represented by the presentations, the workshop participants, divided into breakout sessions, responded to three trigger questions: What are the key criteria for sensitivity analysis methods applied to food‐safety risk assessment? What sensitivity analysis methods are most promising for application to food safety and risk assessment? and What are the key needs for implementation and demonstration of such methods? The workshop produced agreement regarding key criteria for sensitivity analysis methods and the need to use two or more methods to try to obtain robust insights. Recommendations were made regarding a guideline document to assist practitioners in selecting, applying, interpreting, and reporting the results of sensitivity analysis.     

Job stress, job strain, and psychological withdrawal among Dutch university staff: towards a dualprocess model for the effects of occupational stress

This study examined the antecedents of job strain (emotional exhaustion, health complaints) and withdrawal behaviour (e.g. lowered organizational commitment) among a cross-sectional sample of 131 academic staff members of the law department of a large Dutch university. Conservation of resources theory (Hobfoll, 1989) provided the theoretical background for this study. Strains and withdrawal behaviours were expected to be most prominent among those who reported having few resources and/or who reported high job demands. Structural equation modelling revealed that this was indeed the case. As predicted, differential patterns of effects emerged for job demands and job resources. Analysis of the effects of four job-specific stressors revealed that especially the structural aspects of a staff member's teaching task (e.g. the number of students in their classes) contributed strongly to perceived job demands. Theoretical and practical implications of the study are discussed.     

Distinguishing traumatic, vicarious and routine operational stressor exposure and attendant adverse consequences in a sample of police officers

Problems in studying occupational stress within the police service are identified and the paucity of work on operational duties as potential stressors are discussed. The present study reports the results of a factor analysis of operational stressors (N = 601 serving British police officers) that revealed three factors: exposure to death and disaster; violence and injury; sexual crime. These were demonstrated to be reliable scales and were included in logistic regression models together with a range of demographic and psychological variables. Models were applied to men and women separately, which showed there to be different predictors of the likelihood of suffering distress (measured by the General Health Questionnaire, GHQ) in terms of the officer's gender and operational role. Overall the model for women officers was better at predicting psychological distress than that for men. These findings are related to aspects of the police occupational culture. Further discussion is offered that conceptualizes police operational stressors as traumatic, routine and vicarious. Finally, some implications are drawn for the provision of stress intervention in the light of this differentiation.     

Dermal Uptake of 18 Dilute Aqueous Chemicals: In Vivo Disappearance‐Method Measures Greatly Exceed In Vitro‐Based Predictions

Average rates of total dermal uptake (K_up) from short‐term (e.g., bathing) contact with dilute aqueous organic chemicals (DAOCs) are typically estimated from steady‐state in vitro diffusion‐cell measures of chemical permeability (K_p) through skin into receptor solution. Widely used (“PCR‐vitro”) methods estimate K_up by applying diffusion theory to increase K_p predictions made by a physico‐chemical regression (PCR) model that was fit to a large set of K_p measures. Here, K_up predictions for 18 DAOCs made by three PCR‐vitro models (EPA, NIOSH, and MH) were compared to previous in vivo measures obtained by methods unlikely to underestimate K_up. A new PCR model fit to all 18 measures is accurate to within approximately threefold (r = 0.91, p < 10^?5), but the PCR‐vitro predictions (r > 0.63) all tend to underestimate the K_up measures by mean factors (UF, and p value for testing UF = 1) of 10 (EPA, p < 10^?6), 11 (NIOSH, p < 10^?8), and 6.2 (MH, p = 0.018). For all three PCR‐vitro models, log(UF) correlates negatively with molecular weight (r² = 0.31 to 0.84, p = 0.017 to < 10^?6) but not with log(vapor pressure) as an additional predictor (p > 0.05), so vapor pressure appears not to explain the significant in vivo/PCR‐vitro discrepancy. Until this discrepancy is explained, careful in vivo measures of K_up should be obtained for more chemicals, the expanded in vivo database should be compared to in vitro‐based predictions, and in vivo data should be considered in assessing aqueous dermal exposure and its uncertainty.     

Systems Resilience for Multihazard Environments: Definition,Metrics, and Valuation for Decision Making

The United Nations Office for Disaster Risk Reduction reported that the 2011 natural disasters, including the earthquake and tsunami that struck Japan, resulted in $366 billion in direct damages and 29,782 fatalities worldwide. Storms and floods accounted for up to 70% of the 302 natural disasters worldwide in 2011, with earthquakes producing the greatest number of fatalities. Average annual losses in the United States amount to about $55 billion. Enhancing community and system resilience could lead to massive savings through risk reduction and expeditious recovery. The rational management of such reduction and recovery is facilitated by an appropriate definition of resilience and associated metrics. In this article, a resilience definition is provided that meets a set of requirements with clear relationships to the metrics of the relevant abstract notions of reliability and risk. Those metrics also meet logically consistent requirements drawn from measure theory, and provide a sound basis for the development of effective decision‐making tools for multihazard environments. Improving the resiliency of a system to meet target levels requires the examination of system enhancement alternatives in economic terms, within a decision‐making framework. Relevant decision analysis methods would typically require the examination of resilience based on its valuation by society at large. The article provides methods for valuation and benefit‐cost analysis based on concepts from risk analysis and management.     

UNIX系统性能监控简述及shell系统资源统计程序

本文简要阐述了unix系统中(主要以IBM的AIX为例)进行系统性能管理的几种命令行工具,并通过编写shell实例程序,运用其中提到的工具实现系统资源利用率的统计程序,为做好unix系统管理和调优提供参考.