CRM

CRM
2 :

6-1

 CRM

6.1 6.2 6.3

6-2

 CRM

6.1

E E /
6-3

1~3 7%

/ /

/ /

 CRM

6.1
(BI)
Provide the Right Information to the Right Persons at the Right Time. BI

6-4

 CRM

6.1
(1)
Row Data Organized Information Knowledge Wisdom domain know-how Bottom-Up

BI

Bottom-Up
6-5

 CRM

6.1
(2)
Data Information t Data

Knowledge Informationt Wisdom

6-6

 CRM

6.1

E (1) / Bottom-Up (2) / / /

BI

Top-Down
6-7

 CRM

6.1

/ IT /

DW

DM KM GIS KM VR

ERP PM

KM CRM CRM

PM

6-8

 CRM

6.1
CRM
2 1

6-9

 CRM

6.1
CRM
CRM CRM Note

BI

6-10

 CRM

6.1
BI CRM
E BI CRM BI Transaction

(1)
/

6-11

 CRM

6.1
CRM (2)

Source: http://bi.fast.com.tw/newpages/bi01.htm

Source: http://www.bitech.com.tw/
6-12

 CRM

CRM
Data
Operation Information Collection

(3)
Customer & Sales

ERP/Transaction

Contact Center

Information Collection

Data Mining
Information Operation Strategies

BI
Knowledge Action BI Wisdom Top-Down

SFC/SCM

CRM

Action Bottom-Up

6-13

 CRM

6.1 Database Design Data Warehousing Data Mining Knowledge Recovery

6-14

 CRM

6.1

6-15

 CRM

6.1
File Record Field Character Entity Attribute Database Field Record Record Field Data Dictionary

6-16

 CRM

6.1

6-17

 CRM

6.1

6-18

 CRM

6.1
(1)
Selection Projection Product Table (Row) (Column) Table 1 N Rows I Columns N*M

Table 2 M Rows J Columns Rows I+J Columns Table M Rows Union

Table Rows

N Rows Table

N M

Schema
6-19

 CRM

6.1
(2)
Set Difference Relation Join Tuple Product View Row Relation A- A-B Field Tuple Tuple Selection Relation

6-20

 CRM

6.1
SQL (Structured Query Language)
SQL Relational Algebra

IBM

1970 RDBMS SQL

ANSI Table Schema

Create Table Into Row Table

Delete

Row Insert

6-21

 CRM

6.1
RDBMS vs OODBMS
RDBMS Oriented Database Management System OODBMS) OODBMS ID Object ID Object Link OODBMS Querying Hybrid OO-Relational OODBMS Meta-Data RDBMS Join Schema Querying Run-Time Schema Object ( Object-

6-22

 CRM

6.2

ER Model (Normalization) (Primary Key) (Key) (Primary Key)

6-23

Entity-Relation Model

DBMS

 CRM

6.2
ER Model
ocT pe C E WRep CE W IndexIn o -IndexI -Index a e -We gh ocIn o -T peI -T pe a e serIn o - serI - ser a e oc e ord - ocI - e ord

Par In o

roupMap

Au hS a us

roupIn o

- roupI - roup a e

- ocI -T peI -Curren P

- ocI -T peI



- roupI -S a I

Sec roup - ocI - pI

ocSeqW - ocI -SeqI -IndexI -We gh

- ocI -SeqI - pI

Au h s or

-Par In o -Par a e

- ocI - oc a e

C E WRep CE W

ocSeq

 

 

6-24

 CRM

6.2
(1)
(Extraction Transformation Loading, ETL)

   

6-25

 CRM

6.2
(2)
     

Multi-Dimension Client/Server Architecture Middleware GUI Replication Parallel Processing

6-26

 CRM

6.2
(3)

    

6-27

 CRM

6.2
(4)

     

6-28

 CRM

6.2

6-29

 CRM

6.2
(1)

6-30

 CRM

6.2
(2)

Data Mining OLAP

6-31

 CRM

6.2

6-32

 CRM

6.2
(1)
(Data Mining)

(Baysian Network) Nearest Neighbor Attributed-Oriented Induction Binary/Quantitative Association Rules

6-33

 CRM

6.2
(2)

6-34

 CRM

6.3
(1)


Class


 

Segmentation
6-35

 CRM

6.3

6-36

 CRM

6.3

OLAP

6-37

 CRM

6.3

6-38

 CRM

6.3
(1)

(Extraction Transformation Loading, ETL)

   
6-39

 CRM

6.3
(2)

6-40

 CRM

6.3
(3)

6-41

 CRM

6.3
(4)
     

6-42

 CRM

6.3
(1)


6-43

 CRM

6.3
(2)


(The Data Mining Group) (Predictive Model Markup Language, PMML) PMML XML

6-44