The Customer Relationship Management Of China Telecom Industry

CRM(Customer Relationship Management) is a new research-worthy topic in the field of enterprise management in China. By the method of information and knowledge, CRM's direction is the requirement of customer. It is not only an advanced ideological system of management but also a set of computer software system.China telecom industry now are facing a series of changes caused from the business circumstances and the market composition. Under this new situation, they must pay attention to develop their core competence. CRM of customer as the center is suitable for China telecom industry. Only through CRM the companies know the customers' needs and supply the satisfactory products/service. Thus, the companies can exist and develop well. So, using CRM to rebuild their managerial mode is a necessity trend for china telecom industry to develop their information management.The customer service systems already existed in telecom industry build a good basic for CRM and Call Center is the main application of it. But it is not an easy thing for China telecom industry to implement CRM through the conversion of management concept from " product-centric" to "customer-centric" Inexplicit marketing , sale and service, separate and scattered customer information and integration to BOSS are all problems puzzling these companies.Aiming at the actuality and the difficulties of CRM in telecom industry, the author elucidates the implementation strategy about CRM, theoretically puts forward series design of plans for CRM application of China telecom industry, including integration framework functional design etc. In the end, the author further researches the customer behavior using OLAP multi-dimension analysis and clustering analysis, then a certain application examples of data mining with clustering analysis method is given.