Research And Pactice On Bi Based Telecom Customer Retention System

Now, customers churning problem becomes fatal factor of restricting mobile service development and profit increment. The competition situation and market developing stage indicate that old business develop mode that simply focusing on increasing new customers instead of paying attention to retention of existing customers is no longer suitable for continual, healthy and steady development of telecom enterprises. So Telecom Customers Retention System will decrease increasingly customers churning rate, save marketing cost, bring in profit and competitive ability for telecom companies and help mobile service's healthy and steady development.This thesis focuses on building up telecom customer retention system based on a complete Customer Lifetime Cycle theory. The system supports the whole process of customers' retention by marketing, service and management. The target is to decrease customers churning rate, mining customers values, transferring mobile service business mode from increasing customers quantity to combination of customers' quantity and quality, from product centralized to service centralized mode, finally the competition ability of telecom companies is improved.Customer Retention System is designed based on architecture of existing CRM system and data warehouse technology of business information system and data mining technology is also included. Multiple functional modular are organized by CLM theory. The system supports multiple measures used in different customer life stages and makes it easy to share and feedback information among multiple departments in the company. Existing enterprise information systems are best reused for...