On Knowledge-Based Customer Relationship Management in Manufacturing

We present a method for constructing a knowledge based customer relationship management(CRM) system. First, the knowledge transfer framework was constructed after studying human traits in information acquirement. Consequently enterprises and customers will promote mutual knowledge and information respectively. Then we constructed the customer loyalty analysis model on the basis of customer data warehouse and decision support system (DSS). Enterprises can then recognize the loyal customers, which is significant to mining customer requirement as well as enterprise development. Finally, we presented a knowledge based customer relationship management prototype system with the application of SQL Server, active service page (ASP) technique and JAVA language.