Research And Implementation Of Telecom CRM System Based On Data Warehouse

Customer relationship management is an automatic solution which is a kind of management strategy whit collaborative support of every part in enterprise, taking customer as the center, combining the information technology and management ideas, whit the development of management ideas and information technology. In this paper, the analysis customer relationship management system in telecom industry is mainly researched and designed. The framework of CRM system and the core functional model of customer relationship management system in telecom industry are proposed. Implement the application of data warehouse and data mining technology in design the customer relationship management system for telecom based on the business and operation support system of Heilongjiang Mobile.This article analyses the procedure and feature of data mining based on the characteristic of customer relationship management system and the business of Heilongjiang Mobile; put forward the solution to the problem of customers churning applied by decision tree theory; the departmental data warehouse of system is studied based on the application of data warehouse in telecom CRM system. The paper consists of following three parts:1. The actuality of telecom companies at home and abroad is analyzed, the theory of customer relationship management and research related technologies are described. The structure of the Heilongjiang Mobile business analysis support system is researched, and the framework of design function structure and data flow is provided.2. By analyzing the data warehouse logical model and researching the traditional ID3 algorithm, a new improved algorithm is proposed. The problem of the attributes without any meaningful to the classification priority tested is resolved by the introduction of weighted entropy. Apply the improved algorithm to the model establishment of customer churn. 3. Based on the previous, the specific methods of design the departmental data warehouse of system is proposed, and the customer relationship management system's interface design is achieved. The issues of the data transmission accuracy, timeliness and effectiveness between the CRM system and other business systems are resolved.