The Telecom Customer Relationship Management Research Based On Customer Data Minning

Telecom operators have accumulated large user data in the process of enterprise management. At present, the domestic operators are relatively shallow on the use of user data, lacking effective means of converting data into market returns. In this paper, we put forward telecom customer relationship management models using data mining technology. The models are very useful for operators understanding users and enhancing the level of telecom operators’CRM.This paper first introduced the research’s background and purpose, then reviewed the domestic and foreign previous studies and applications about CRM. This study applied the data mining technology, so the article systematically expounded the theory and process of data mining.This paper constructed three data mining models for the CRM project of a branch of China mobile. We used K-means algorithm to cluster users, and established a clustering model for mobile 4G services’promotion, the model expanded the scope of the potential users of 4G in the province. We found the strong correlations in the mobile value-added services by using the method of association rules, and established association rule model for mobile value-added services’promotion, and provided a feasible method for promoting mobile value-added services’success. We studied the departure of users whose cell phones’ contracts expired by the decision tree algorithm. We built a model which can predict the departure tendency of the users and provided reference for operators to keep the users.