医学信息学论文：基于数据仓库的医院客户关系管理技术分析和研究.doc

基于数据仓库的医药企业客户关系管理技术分析与研究 于芳 卢大国 摘要：本文表述了一个基于多维查询分析的客户关系管理系统，在OLAP多维分析算法的基础上对数据进行分析。从系统的功能设计出发，设计了系统整体的体系结构，并设计每个模块功能要求。以星型模式设计了实例数据库的多维数据模型，并采用了SQL SERVER2000企业版设计了数据转换服务包DTS，实现了数据的抽取、转换与装载，通过运用Analysis servers自带的挖掘工具来分析现有的医药行业数据，从而得出结论，为其更好得实施CRM提供理论依据。 关键词：数据仓库；OLAP；数据挖掘；关联规则；多维数据集 Analysis and research about technology of medicine enterprise customer relations management based on data warehouse Fang Yu Daguo Lu I studied customer relation management system based on many dimensions, then analysis calculate way based on many dimensions of the OLAP. I designed whole system structure and function request of each mold from function of the system. Many dimensions data models of the database is designed through star model ,and designed the data conversion service of DTS adopting the SQL SERVER2000 business enterprise version and carried out sample conversion and load of data. I analytical the existing medicine enter to sell a data by usage the Analysis servers taking mining tool to get a conclusion thus, those will carry out theories basis to CRM of medicine profession Keyword: Data warehouse; OLAP; Data mining; Connection rule; dimensions 1、医药行业CRM特点 （1）医药行业服务的超前性：在服务行业，最为普遍的就是个性化需求表现的特别突出，同样的需求在不同的客户身上体现出来的个性化特征尤为明显。通过技术了解客户目前的需求和潜在客户的需求SELECT DISTINCT month, year AS 标志, SUBSTRING(month,2, 2) AS 月, SUBSTRING(year, 1, 1) AS 年 FROM ordertime ﹡ SELECT DISTINCT homephone, postalcode, city, address, hiredate, birthdate, firstname, lastname AS 标志 SUBSTRING(homephone, 9, 9), SUBSTRING(country, 8, 8), SUBSTRING(postalcode, 7, 7), SUBSTRING(city, 6, 6) , SUBSTRING(address, 5, 5), SUBSTRING(hiredate, 4, 4), SUBSTRING(birthdate, 3, 3), SUBSTRING(firstname, 2, 2) , SUBSTRING(lastname, 1, 1), employeeid FROM Employees ﹡ SELECT DISTINCT CompanyName, ContactName, Address, City,PostalCode, Country, Phone, Fax AS 标志 SUBSTRING(Fax, 8, 8), SUBSTRING(Phone, 7, 7), SUBSTRING(Country, 6, 6), SUBSTRING(PostalCode, 5, 5), SUBSTRING(City, 4, 4), SUBSTR