Research On The Application Of Data Mining For Telecom Crm

In CRM,making use of Data Mining(DM) technology to analyze and mine a great deal of telecom companies'customer data, can discover the valuable knowledge and rules for the enterprise. They will make decision-basis to the later development of the enterprise. It has theoretical meaning and applied value.At first, the thesis introduces the difinition,the functional structure and process of DM, carries on the detailed analysis about the K-MEANS cluster algorithm and improves it. The thesis introduces the architecture and characteristic of CRM system, carries on the detailed analysis and research on the telecom CRM.The thesis makes the primary analysis and research on customer segmentation, classifies the customer group by using the cluster algorithm, takes an empirical analysis with the data of public customers in a telecom company and describes the character of clusters of customers. The consumption character of every class is obvious. The thesis analyzes the customer churn, establishes the DM model by using the DM technology, such as decision-making tree like C5.0,C&RT and nerve network .The models are tested by the living data. It is find that the model which is established by using the C5.0 decision-making tree is more effective than others, its precision and reliability is better. At last, the thesis analyzes the customer holding, carries on the detailed analysis about the process and strategy.