Customer Relationship Management And Data Mining Research Of Chengdu Branch Of China Telecom

Market competition now is unprecedented intense, because of global economic integration and quickly development of internet technology. At the same time customer consuming viewpoint of value has already changed from reasoning consuming and feeling consuming to affectional consuming, so the key of attracting consumer is the quality of service of enterprise and satisfactory degree of consumer. For this reason CRM (Customer Relationship Management ), which integrates concepts of management and strategies of business and information technology, becomes key tool of enterprise to develop core competition.Telecommunication industry is important part of information industry, which has permeated through people's work and life. Customer's consuming of telecommunication is more and more mature , it is universal that customer asks for personalized products , cheap price, highly quality of services. Telecommunication market of china has already changed into drastically free competitive market, each telecommunication operator focus in valuable customer. The most of operators implement CRM to strengthen analysis and employment of consumer's information. Through CRM operators can find accurately demand of value customer, then provide specific aim and personalized products. Operators can maintain customer and dig customer value by highly satisfied service, which enlarges operator's share of market and eventually promote core competition of enterprise.Through studies of developing situation and CRM application of domestic and international telecommunication enterprise , utilizing strategic management theory , market sale related theory ,methods of management information system ,data excavate , author of this paper systematically elaborates and analyses problems on CRM of Chengdu Branch of China Telecom. Through analyzing of situation of Chengdu Branch Of China Telecom and development trend of international telecommunication , the author presents concepts of CRM of Chengdu Branch of China Telecom on the aspects of organization configuration, process management, telecommunications industrial chain, promotion customer loyal degree and establishment of customer information analysis system. At the same time author have discussed economic value and development trend of combination of data mining and CRM. Author hope this work can promote market and CRM of Chengdu Branch of China Telecom.