A Research Of Customer Relationship Management In Telecom Company Based On Data Mining Techniques

After China entering WTO, Like other enterprises, the Chinese Telecom Company must not only face the competition from domestic colleagues, but also face the huge impact from the western developed country ones. Customers have become the most intense resource which the global Telecom Companies capture. How to detains the existing customers and obtain new customers as well as promote customer value have become the focal point which the Telecom Companies pay attention to. The global Telecom Companies are pursuing a kind of method and technology to forecast customer future behavior and provide the scientific information to the policy-makers to promote enterprise core competitive .The goal of the paper of A Research of Customer Relationship Management in Telecom Company Basedon Data Mining is just searching a mothed of how to promote our telecom companies core competitive.Based on current Chinese Telecom Company market environment, In this paper, we mainly studied the applicationment of conditional data mining technology and Bayesian Network in CRM in Telecom Company, and study the learning process of Bayesian Network .keen competition environment, mainly has studied the classical data.Firstly, Based on the data mining basis theory and method, In this paper,we introduce the chatacteristics and functions of Data Mining and kinds of conditional data mining techniques. In order to avoiding the traditional data mining methods' shortcoming of only using the sample datas and ignor the prior information to build the model, A new dig technology— Bayesian Network is established. And we introduced the structure of Bayesian Network and analyzed its characteristic and merit which comparing with the traditional data mining technology. The Bayesian Network inference and learning are also researched.Secondly, we introduce what CRM is and analyze the characteristic of CRM of Telecom Company. On the base of it, we also study the flow and key problem and solutions of success implement of data mining in CRM of Telecom Company as well as how to select the digging tool.Finally, by using of true cases, the model of Subdivide customer in telecom company based on decision tree, the model of forecasting the customer churn in Telecom Company based on rough set, the model of cross sale base on association ruleand the models of customer credit and forecasting customer churn based on the Bayesian network are all established.Through these research, we have two main conclusions: (l)CRM is the effective method of enterprises management the customers, and the data mining is the powerful tool of derived latten and value knowledge from mass data, and the effective union of them may provide the powerful support for the telecom company's scientific policy-making and enhance the core competitive power of telecom company; (2)As a new kind of dig technology, Bayesian network synthesize the prior information and sample information and it has the very strong ability to handle the incomplete data , Using the knowledge derived from Bayesian Network to forecast is more credible and the knowledge can excellent people' decision.therefore, the application and research of Bayesian network in CRM is prospect.