Customer Relationship Management Application Based On The Operation Analysis System

In recent years, rapid development of China’s mobile communications market, China Mobile Communications Corporation has accumulated vast amounts of customer information. Increasingly fierce industry rivals compete for customers, How fine the marketing of these large customers,and maintain long-term customer relationship management has a very real sense.A company affiliated to the China Mobile’s Henan branch customer relationship management applications, for example, studied the theory of customer relationship management, the application of customer relationship management based on analysis system. Use a combination of theoretical and practical applications, both qualitative and quantitative discourse analysis. Concept and the essence of modern marketing theory, customer value, customer relationship management, and data warehousing, data mining to produce the development of related technologies based on the research, Combined with the practice and application of the system construction of China Mobile Henan company analysis, analysis of the massive customer data processing system, and proposed a set of solutions based on customer relationship management theory. The solutions include the establishment of decision support system and Customer relationship management on data service,Income risk monitoring, customer satisfaction management.System for China Mobile and other telecom operators, business analysis and research to provide some reference. This paper focuses on the application of customer relationship management of China Mobile in the flow of business, is the essence of the practice of customer relationship management theory.This study results support the operation of the business decision-making have a certain realistic significance, especially, a certain reference value to telecom operators use business analysis system for various types of customer relationship management.