Analysis And Design Of Business Analysis System In Customer Relationship Management Of Telecom Industry

Customer relationship management (CRM) is an automatic solution combining the information technology and management ideas, taking customers as center, which is also a kind of management strategy with collaborative support of every part in enterprise with development of management ideas and information technology. As the development and application of theories and technology like data warehouse, data mining, commercial intelligence etc, CRM system is also evolving from simply operational system to analytical system, which can give support to the business analysis and decision supporting of enterprises. After the developing period of earlier investment and technical driven, the telecom industry is stepping into a new period in which intensive management is advocated. The basic character of this period is "take customers as center" which is just accord with the tenet of customer relationship management. So this paper mainly analyses and designs the analytical CRM system in telecom industry. It puts forward the framework of analytical CRM system and the core functional model of CRM system in telecom industry. Taking the advantage of data warehouse technology, this paper sets up a set of functions of building data warehouse of enterprise level and its implement flow from the point of view of data integration. This paper puts forward a set of OLAP analysis model and its building method aiming at the concretely application of business analysis. This paper is based on the discussion of realize procedure and concretely operational flow, and has practicability to some certain extent.This paper firstly analyses the operational and functional model of CRM system in telecom industry, and then summarizes the supporting technology of realization analytical CRM system. It includes data warehouse technology which is the foundation of analyze business; online analytical processing are the operations to the data cube, such as stripping and slicing which understand the data from different aspects. Data mining technology can discover the imply relation in the data and information having knowledge function.Aiming at the core function of CRM system in telecom industry: business analysis, this paper gives a detailed expatiate on the subsystem of business analysis from the aspect of system framework, functional model, data flow, data warehouse establishment and OLAP model designing. As a part of analytical CRM in telecomindustry, business analysis subsystem establishes a closed loop of service flow with several operational systems. Business analysis subsystem focused on the functions of customers' development analysis, the income analysis and calling character analysis, which are really needed by telecom operators. This paper also gives a detailed description about how to do the theme designing, logical designing, granularity designing and ETL process designing on data warehouse and its sample. Especially, it gives the code on ETL process realization. This paper also gives a detailed designing on dimensionality and OLAP analysis model, based on some analysis theme which operator especially caring for. At last this paper makes an elementary discussion on the process, method and model of data mining.