中文摘要：

市场竞争的加剧使得客户关系管理成为当今企业日益关注的对象，用数据挖掘工具对其进行分析是近几年人们研究的热点．粗糙集理论作为一种新的数据挖掘工具，在处理不确定性知识方面有着突出的优势．本文用粗糙集的方法对客户关系管理进行了分析，提取决策规则．为提高决策规则的可靠性，通过引入Bagging的概念进而提出了一个改进的方法．并对方法进行了验证，结果表明此方法的效果是比较理想的．

英文摘要：

The intensification of market competition makes Customer Relationship Management （CRM） the target that the enterprises are increasingly interested in. In recent years the analysis of CRM through data mining（DM） has become the focus. As a new tool of DM, rough sets have their special advantages in dealing with uncertain knowledge, This paper makes an analysis of CRM by using the rough sets and extracts the decision-making rules, In order to improve the accuracy of decision-making rules, the bagging is introduced and an improved method is advanced. Verification of the method shows that the method is valid.