Research On The Costomer Vulue Management In Telecom Market Dpace Development

With the development of social and economic, advancement in telecommunications technology, changes in customer demand, the market which telecom operators faced is under unprecedented changes. Seriously homogenization of products and services to serious, sluggish growth in the telecom industry, corporate profits increasingly thin, overcapacity, fierce competition among operators, which make telecom operators are increasingly faced with a narrow market issue. How to develop and expand market space in the poor market situation and establish the competitive advantage is that operators need to focus on. While customer is the most important resource for telecom operators, an excellent customer value management is the key point in the market space develop and expand and competitive advantage creation.In this paper, the study of customer value management is under the background of the telecom market space development. Two research objectives of this paper are proposed after a system study of customer value management theory and market space theory, the first is building customer value management framework, and the second is designing a management procedures and methods. For the first research goal, the telecom customer value management framework under the telecom market space develop and expand is building after the content of customer value management is defined, which is based on the study of purposes, orientation and basis of telecom market space develop and expand. The four content of customer value management which include option value, create value, access to value and monitor the value is in-depth analyzed, and management method of operation are proposed as well. For the second research goal, from the hierarchy characteristics of telecom needs, the customer value management process is divided into four steps, which are value evaluation, value classification, value forecasts and management recommendations. A customer segmentation method based on hierarchical of customer value is provided, and the management procedures and methods are designed as well. Modeling method combination clustering and pattern recognition is proposed to customer value classification and prediction, and the customer value observing index system is created too. According to the modeling method, select the wavelet network as the pattern recognition prediction model, a customer value classification wavelet network prediction model is building. And empirical research based on the wavelet network model presented verify for the information mining customer value modeling ideas proposed in this paper.