This paper clarifies the data mining technology, CRM idea, and the application of data mining in CRM.It also introduces the RFM and customer value matrix technology.

• 本文首先对数据挖掘相关理论、CRM思想以及数据挖掘技术在CRM中的应用进行了介绍，并引入了RFM和客户价值矩阵理论。