| Under the support of information technology, the changes in turn the world upside down in China and the world economy, the social background of economic information industries competition is increasingly fierce, and the requirements and forcing traditional enterprises to re-examine their own development path, especially the development of the information technology in. In 2002, China's telecom enterprises to break the monopoly, the strategic restructuring, forming a number of subsidiaries of healthy competition in the market development pattern, which requires companies must comply with the laws of market development, efforts to improve the quality of service, the only way to in an invincible position in the competition. Customer is the core component of the enterprise development process, is the lifeline of survival and development, it is the main service object of the enterprise. For the communication enterprises, in the tens of thousands of large group of customers, find the interests of the target customers, to fully tap the potential customers, to retain old customers and make its preservation and appreciation is an important issue in communication enterprises.In this paper, a communications company in Shenyang, for example, the company is one of the China Telecom after the reorganization of the enterprise, but also the core branch of Shenyang. The enterprises in the traditional fixed line business basis, has launched the mobile communication industry, broadband, software support a variety of services and products, in order to meet the business development, establish a good customer service is very necessary. To this end, the enterprise decision-making to develop a set of existing business based on the customer relationship management system, to improve the adhesion of enterprises and customers, to help the growth of business profits. In order to achieve this goal and solve the problem of the existing customer relationship management, this system mainly includes the following aspects:(1) the.NET software development platform to realize the application of advanced operating system function and interface, and other aspects of the introduction of data mining technology to enhance the system of data processing and the discovery of potential ability, analysis ability to improve the traditional Customer Management data, can form the analysis of the data of customer loyalty.(2) to analyze and solve the problems by applying software engineering theory, using the unified modeling language to analyze the problem and use case analysis to determine the system to achieve the goal.(3) establish and implement user management, security management, customer information management, customer service management, statistics and analysis of management function module, to meet and to further enhance the variety of business enterprises in the communication with customers as the center to carry out, can be realized for a "customer service" in a business.(4) the formation of multi-level customer management mechanism, the retail and large customers and other categories of customers targeted services, the service process in the formation of business data into a guide decision-making data.The system has been tested to further verify the functional integrity and performance reliability, the system fully meet the expectations of the development goals, and to meet the input conditions. Has been on the line use, the use of the stage has been highly recognized by a communications company in Shenyang. The system is put into use before and after use has obvious difference, the application of the system to form data to help companies better manage customers, especially data mining brings decision-making basis, make the enterprise more targeted services to customers, and make the enterprise customer service in the future, more clearly. The prediction of customer loyalty not only helps enterprises to understand customer loyalty status, but also can identify the relevant factors that affect customer loyalty. |
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