基于BP神经网络的企业CRM危机预警研究

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1、天津财经大学硕士学位论文基于BP神经网络的企业CRM危机预警研究姓名：莒亮申请学位级别：硕士专业：管理科学与工程指导教师：杨光煜20090501AbstractThefiercecompetitionofmodernenterprisesisincreasinglyreflectedonthecontentiontowardscustomersandtherealizationofcustomers’lifelongvalue．Inthelightofthecustomerrelationshipmanagement，thethesisaimsto

2、transferthecrisisearly-warningsystemfromthefieldofpublicaffairsmanagementtothefinancialfieldtomaketheenterprisesseekthelong-timecustomers，keepintouch、7Iritll廿leircustomers，andfinallytaketheleadinthefiercecompetition．Basedonthetheoryandtechnologyofstrategymanagement,information

3、managementanddecisionsupportsystem，thethesisexplorestheconcepts，propertiesandcomponentsandconstructstheframeworkofenterpriseCRMearly-warningstrategicsystem,enrichingitstheoriesandgivingguidancetoitsestablishmentinreality．Theconceptsandbasicfeaturesofenterpriseearly-warningstra

4、tegicsystemforCRMareputforwardatthebeginningofthethesis，followedbyitsmanagementmodelanditsfunctions．Then，onabasisofcrisisearly-warningindexusedtoevaluatetheenterprisecrisisfromthecustomerrelationshipmanagementinfinancialfield，BPneuralnetworkmodelistrainedwiththestatisticsofpar

5、ametersetbyMatlabneuralnetworktool—boxtoobtainthestableenterpriseCRMcrisisearly-warningnetworkmodelinfinancialfield．Atlast，withtheapplicationofthecrisisearly-warningnetworkmodeltoenterpriseinformationmanagementsystem，theenterpriseCRMcrisisearly-wamingsysteminfinancialfieldises

6、tablished．Theinnovationofthethesisliesinapplyingtheenterprisecrisisearly-warningtotheenterprisecustomerrelationshipmanagement．Withthequalitativeandquantitativemethod，theartificialneuralnetworkisintroducedtosetuptheenterpriseCRMcrisisearly-warningsystemmodelwhichreachesitsstabl

7、econditionthroughnetworktrainingandisthentestedintherealsystem．Accordingtothetestresult，itisevidentthatthismodelproposesanewandpracticalsolutiontotheenterpriseCRMcrisisearly-warning．Keywords：CRM；EnterpriseRisk；Early-warningIndicators；BPNeuralNetwork独创性声明本人声明所呈交的学位论文是本人在导师指导下进行

8、的研究工作及取得的研究成果。据我所知，除了文中特别加以标注和致谢的地方外，论文中不包含其他人己经发表或撰写过的研究成果，也