Research And Applying On Telecom CRM Based On Data Mining

With the joining in WTO of China, more and more enterprises wake up to the necessary of carrying through the customer relation management (CRM) today when the competition becomes more drastic. The kernel idea of CRM is the management method who centers on the customers to conform the enterprises, but the data mining decides whether CRM can satisfy with the demands of modern enterprises. Simply, data mining is the process of extracting the potential and valuable knowledge, models or rules from a mass of data. Data mining can make the corporation find the trend of its business development, open out the known fact, forecast the unknown result, and gain the key factor of affecting the development of enterprise from abundant data. We can say that only applying the technology of data mining in CRM is the modern CRM.Data mining which is a full-scale intellectualized solution, makes enterprises apperceive the thing hypostases deeply, provides support for decision-making, and affords the customer intelligence service of deep levels more effective market activities, wins the higher income for enterprise.This article mainly studies the data warehouse and the technology structuring the telecom CRM system on the basis of data mining. There are detailed introduce about the CRM system, the data warehouse, the online analysis processing and the technology of data mining in paper. And then it emphasizes the structure model and the process of data warehouse, the ways of extracting data from operation model and guiding into the data warehouse, the realization techniques of dealing with data synthetically, as well as the mechanism of how to superadd the upper data into the data warehouse ,and introduces the realization techniques of the mining model of association rule, the Apriori and the FP-growth arithmetic particularly. After ensuring the key technology of system, uniting the real situation of DA Qing telecom, it accomplishes the designand the realization work of a CRM system. Finally, the author sums up the whole writing, and brings forward the following work direction.