Grid Customer Value Mining And Its Application In Shenzhen Telecom

Mr Wang General Manager points out that China Telecom must become a "world-class integrated information service provider". Shenzhen Telecom as an innovative pilot, made a lot of exploration in transition. Transition includs many aspects, institution transition, business transition, service transition, but also the entire support system transition.Grid Customer Value Management is a full service operation for Shenzhen Telecom to address the new situation of market competition, further implement the important strategic transformation initiatives. It is the Shenzhen Telecom to enhance the core competitiveness for the direct purpose, establish a customer-oriented development strategy, it is to small and medium business customers and the general public customers to take clustering customer relationship management, customer relationship focus to the grid,the grid through a comprehensive customer research, and optimize enterprise organization system and business processes to improve customer satisfaction and loyalty, ultimately to improve the business efficiency and effectiveness. This systematic study of the grid client relationships and business processes, and innovative customer value is proposed mining system model grid.The main results are as follows:1. Analysis of the current IT building framework, points out deficiencies in IT development, customer relationship management on the cluster model of thinking, and customer value management to achieve a grid platform.2. In accordance with the theory of a data warehouse to grid themes within the customer data mart, using cluster analysis applied to establish a customer segmentation model.3. The design of two core-specific mining algorithms, intelligent matching algorithm for adaptive grid services and customer contact information mining algorithm, the former to achieve the business unit automatically gathered grid, the grid is the foundation of customer value mining system; the latter Mining key information to customers, improve customer contact rate, easy to carry out the work of marketing services.