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The Study on Application of Ningxia Telecom Customer Relationship Management and Data Mining Technology

Author: ZhaoYue
Tutor: PanWeiMin
School: Beijing University of Posts and Telecommunications
Course: Software Engineering
Keywords: Ningxia Telecom Company Customer Relationship Management Data Mining
CLC: TP315
Type: Master's thesis
Year: 2011
Downloads: 161
Quote: 0
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Abstract


Experienced telecom enterprise reform and restructuring , China 's telecom market has entered a fierce and free competition era , the the valuable user has become the focus of various telecom operators chase . Enterprises have to implement customer relationship management CRM (Customer Relationship Management) to strengthen the analysis and use of customer information , consumer information . Practice has proved , CRM is an effective means to enhance the core competitiveness of enterprises , building , using a good CRM system , has become the focus Ningxia Telecom work . This paper first provides an overview of CRM theory based on the concept and practice of dynamic . The special nature of the telecommunications industry, customer characteristics and customer relationship management , a more in-depth analysis of the current situation and existing problems of Ningxia Telecom Company 's industry environment as well as customer relationship management , pointed out that the construction of Ningxia Telecom Company CRM system necessity . Ningxia Telecom CRM system architecture and functionality were discussed in detail . Complete Ningxia Telecom CRM system architecture is divided into the interface layer , functional layer and the data support the layer of the three levels . Among them : the interface layer data exchange system with the outside world ; functional layer through the interface layer to provide a unified business process to achieve shared business logic ; data support layer to provide a unified functional layer specification data , shielding the storage of business data , organizations and the details of the visit , to achieve full sharing of business data . In this paper, the main problems in the Ningxia Telecom Company customer relationship management , customer contact management , customer data management , and data analysis and management of three functional modules is described in detail . The data mining techniques used in telecommunications CRM systems were discussed , focusing on how to apply data mining techniques to churn telecom customer segmentation and telecommunications churn prediction . Finally, evaluate CRM view from the perspective of the customer experience , and pointed the Ningxia telecom companies should pay attention to the problem in the process of implementation of the CRM . Through this study , for reference to the construction of Ningxia Telecom CRM system .

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Management procedures,management systems
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