The Application And Research Of Data Mining Technology In The Industry Of Mobile Telecommunication Crm

From the point of Data Mining technology, this paper describe the application and research of data mining technology in the industry of mobile telecommunication Customer Relation Management ("CRM" for short). And accomplish two projects: "Customer Churn" and "Customer Value Analyse".The competition of the telecom market is the competition of the customer. For the kernel ides of CRM method which centers on the customers, We should pay more attention on the necessity and emergency of CRM. CRM system collect, analyse, mining the useful information which is hidden in the data in the process of the activity between the enterprise and the customer. Data Mining ("DM" for short) is one of the important technologies of CRM. So how to use the DM technology in the industry of mobile telecommunication CRM is essential to the operators.This paper firstly introduce the arithmetic and technology of DM, especially the decision tree and Kohonen, sum up the classification and clustering technology; Secondly, it describe the definition and frame of CRM in the industry of mobile telecommunication and describe Data Warehouse ("DW" for short) as well; Thirdly, based on the SEMMA and CRISP-DM, this paper research the methodology of DM in the industry of mobile telecommunication. At last, aimming at the two Data Mining subjects of Sichuan Mobile Limit Company: "Customer Churn" and "Customer Value Analyse", we give the implementation in detail, including the model definition, the establishment of model and the explain of the result and soon using the mining tool-Intelligent Miner("IM" for short) and Data Warehousetool-DB2.For the reason of the initial stages of Data Mining of China Telecom industry, This project not only promote the development and applying of Data Mining in mobile communication industry, but also build the competition capability of the telecom operater.