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Research On The Application Of Data Mining In Telecommunication Operator Customer Relationship Management

Posted on:2016-02-22Degree:MasterType:Thesis
Country:ChinaCandidate:J ZhangFull Text:PDF
GTID:2428330590468324Subject:Computer
Abstract/Summary:PDF Full Text Request
In recent years,with the rise of customer relationship management system(CRM)and Precision Marketing,many entrepreneurs have focused on the data mining tools to achieve precision marketing.This method can effectively improve marketing and avoid excessive costs of advertising,and enhance customer loyalty and satisfaction,so as to enhance business performance.This paper studies the data mining in telecom customer relationship management application,based on data mining to build a telecom CRM model,a detailed analysis and discussion of data mining in telecom customer segmentation,product cross-selling and customer churn prediction.The results are summarized as follows:First,review the basic theory of data mining and customer relationship management,and analysis of the telecommunications customer life cycle theory to build a data mining model based telecom CRM to analyze the application of data mining techniques in telecommunication management to provides useful guidance;Secondly,explained the significance of customer segmentation and filtering properties of indicators from the basic properties of telecommunications customers,the value and behavior of properties is proposed based on genetic algorithm optimization GK-means subdivision,the establishment of a telecommunications customer segmentation model,and finally on the basis of telecom customer value evaluation,screening out high value customer segments as samples,using customer segmentation model empirical analysis,combining the results of proposed subdivision a marketing proposal;Furthermore,analyzes the necessity and feasibility of the implementation of product cross-selling telecommunications company,introduces a number of association rules multidimensional concept,and proposed an improved Apriori algorithm,realized from the multi-dimensional perspective of telecommunications product sales data mining association rules,cross-selling of telecommunications products constructed analysis model,and finally its empirical research,focusing on analysis of association rules CRBT with other services,cross-selling strategy proposed CRBT;Finally,the analysis of customer churn the basic flow analysis,using the loss of matrix and Boosting technology C5.0 decision tree algorithm is modified to establish telecommunications customers churn prediction based on this model,mining and analysis of telecommunications customer churn rules,and based on the rule proposed targeted customer retention strategy.In this study,the integrated use of computer science,data mining,marketing,etc.,combined with industry-specific characteristics of the telecommunications industry,to build a telecom CRM based on data mining model,telecom customer segmentation model,cross-sell analysis model and customer churn prediction models for telecom enterprises to achieve precision marketing and provides a fundamental guidance.
Keywords/Search Tags:customer relationship management, data mining, customer segmentation, cross-marketing, churn prediction
PDF Full Text Request
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