Analyze And Study The Trend Of Phone Expenses Of Customers

In recent years, the Mobile Communications develops rapidly, and the scale of customers expands quickly too. As the telecom market opens further, the customers have more choices, and the competition between the Mobile Communication enterprises becomes intense. How to retain the old customers, attract the new customers, and expand the market share have been the competitive focus of all the mobile services. After the operation for many years, the Mobile Communication enterprises accumulated amount of past data of customers'phone expenses. But the current computer system cannot analyze the customers phone expenses character. It is unable to discover the potential ability and the trend of customers cost. According to the author's experience in the mobile communication enterprise, this article will make research into the current status and the development and trend of customers phone expenses by the data mining from the customers each month phone expenses. It hopes to provide the scientific basis for the mobile services to make market strategy.The paper groups the customers into clusters by the OPTICS algorithm. According to the data set character, the article has made the improvement to the algorithm. Using the improved OPTICS algorithm, it grouped the customers according to the density of their phone expenses, and proposes the more reasonable standard of dividing customers.Then it construct data warehouse and make the multi-dimensional data set of customers category,service type and time and so on.Based on the classification and the multi-dimensional data set, the paper makes research into each level of the customer thoroughly. It tracks the customer whose phone expenses fluctuates and analyzes their professions distribution,the reason of cost change and the tendency of their phone expenses.Because of too many data, this article constructed data warehouse by SQL Server 2000 Analysis Service to gather customer data. At the same time, it made programs and complete many charts such as the customers distribution,the trend of phone expenses change,their profession structure and phone expenses structure and so on, which can be referred by strategists.Through the above research, this article obtains the result:1st, it proposed the reasonable classification standard of customers.2nd, it had found the factors which influence the customers phone expenses, and had discovered the character of customer profession distribution and their phone expenses tendency. Meanwhile it offered the reasonable suggestion to the strategists.3rd, according to the data set character, it has made the improvement to the OPTICS algorithm so that the improved algorithm can process the same phone expenses effectively.These conclusions can provide high-level policy makers of mobile communications company scientific basis to develop marketing strategies. Meanwhile, the management also can understand their customers and serve them friendly. These results will increase business income and expand the customer group and enhance the enterprise's market competition.The research ideas and methods apply to study the trends of phone expenses of customer in the communications industry. It is also referred to study the trends of customer consumption of other service industries.