Application Of Data Minig Based Analytical CRM System In Communications Industry

With the growing competition in communication industry, the thinking that taking networks as the core competitiveness is no longer suitable for the changing times. Communication enterprises must focus their businesses on customers. CRM (Customer Relationship Management) is a customer-centric management model. Through its client-oriented businesses in all areas of workflow automation, using the database, data warehouse, data mining, and other technical means, it practice such marketing concepts in the daily operation of enterprises, and this result will be transformed into enterprises decision support, in order to achieve a data-driven business decision-making process. This thesis analyses the background knowledge and the Research Status of data mining and CRM, and makes a detailed description of the application and realization process of data mining based CRM system.Begin with the basic theories of data mining, this thesis analyses the related theories of data mining and the basic concept, architecture and logic functions of CRM. On this basis, the application of data mining in the CRM system was studied, and the architecture of data mining in CRM system and the process of the Technology-centric data mining and business-centric data mining was discussed. In a variety of data mining methods, this thesis focused on the decision tree classification method according to application needs. Against some shortcomings of the ID3 algorithm such as computational complexity and noise impact, the improvement of ID3 algorithm by using the variable precision rough set model was studied, and the analysis of such improvement was also made.According to the general process of implementing data mining in CRM system and the actual needs of the analytical CRM system of Shanghai Waygoing Network Communication Company, this thesis designed and implemented the data warehouse and the ID3 algorithm module which based on the variable precision rough set model.Then, this thesis designed and implemented the Shanghai Waygoing Analytical CRM system, which was based on J2EE three-tier architecture and EJB technology. This system can not only meet the day-to-day management of the company, on the other hand can also use the system in data mining technology for statistical analysis. At last, this thesis expatiated on the characteristic and detail designing of the system, and analyzed the results of the system's operation.