The Research And Practice Of Customer Behavior Analysis System For Telecoms Company

Telecommunications industry in the early 90s has experienced great development of fixed-line business peaks and early 2000, large-scale development of mobile phone after the second peak, growth is slowing down, refined operation to become the focus of development of various operators. At the same time from non-traditional competition in the field of telecommunications (Internet, Skype, iPhone) is also forcing operators to increase customer behavior research.With the development of the telecom industry in China, the addition of different customer segments, communications market has emerged subdivision, heterogeneity. In Individual user requirement enhanced at the same time, advances in communication technology to create a variety of business products, to meet consumer demand. During this process, the different user groups because of their occupation, lifestyle differences reflect the different characteristics of the telecom business consumer behavior. At the same time, different types of customer service consumption inherent difference as the telecom carrier business products, production, marketing and customer service for further development and behavior, and therefore require in-depth knowledge and understanding of customers, thus the scientific customer behavior analysis is essential.The paper introduces the study background of customer behavior, analyses general picture of constructing the customer behavior analysis system in China and abroad, and describes the actual demand of the communication operators at that time.Through careful analysis of customer needs, the proposed constructing of customer behavior analysis system functional requirements is based on a lot of research, and summarized, and the argument, expounds overall system architecture, discusses the topology of the system, proposed for the signaling of these quasi-real-time dynamic data and static data with analysis of customer behavior characteristics of method, also put forward by signaling events marketing model, Through the practical application of the analysis, customer behavior analysis system for timely development of market strategies, to mine the potential of customer consumptionto, to keep abreast of competitor's business dynamics, to Master competitor evidence of unfair competition, to increase customer loyalty and to strengthen the control of regional markets such as providing effective support.