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The Application Research of Data Mining Technology in Telecom Industry

Author: OuYangQing
Tutor: LiuFeng
School: Anhui University
Course: Applied Computer Technology
Keywords: data mining CRM customer segmentation customer drains customer satisfaction customer loyalty
CLC: TP311.13
Type: Master's thesis
Year: 2006
Downloads: 437
Quote: 4
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Abstract


In recent years, with the increasingly improvement of market economy system, the market environment for telecom industry in our country becomes more and more reasonable, and the competition is increasingly drastic. Meanwhile, because of the economy globalization, market internationalization, and our entrance to WTO, there appears the demand of meeting the international standards in order to face the competition. The model of telecom industry is converting from the traditional way which regards the products as the focus, the cost control as the goal, the products, price, sale place and counter service as the main attention into a new one with the center of customer and market, with the direction of customer’s value and psychology. This conversion makes telecom industry fully realize the importance to adopt new technology, new idea in the course of procession. The business model of telecom operators changes from "technology-driven" to "market-driven" and "customer-driven" gradually. This requires operators to take a "customer-centred" approach according to the actual demand for personalized customer service solution. So the implementation of customer relationship management (CRM) is imminent. CRM is a kind of management thoughts and software aimed at the stage-market and sale department of a company. Its focus content is to manage customer’s information all- around, to analyze customer’s behavior, to set up channels for customer’s communication, to provide perfect after-sale service in order to embody management idea with the center of customer, and finally to finish the strategic conversion in telecom industry from product competition to service competition.In the course of the implement of CRM system, there exists four problems that is attractive to telecom dealer and is the focus of the essay: customer segmentation; customer drains; customer satisfaction; customer loyalty. The essay firstly tells the definitions of CRM and date mining, and discusses the application of DB (data mining) algorithm in the four key problem of CRM. For the shortage of the traditional algorithm of data mining and being more responsive to the needs of the telecom

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Programming > Database theory and systems
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