Research On The Churn Prewarning Management System Of Customers In Telecommunications Industry

Customer relationship management is one of the most commonly used methods of management when telecommunication enterprises maintain the relationship with customers.Traditional customer relationship managements were mostly built on the enterprise daily operation system. According to the performance of customers business, Enterprise managers develop relevant daily routine management.With the development of the business management of telecom enterprise,enterprise managers need to promote the traditional method to the height of the strategic decision which base on the enterprise business operation and deeply maintain the customer with the potential behavior.With the innovation of information technology,a variety of business intelligence systems continue to emerge to support decision analysis management,including the business analysis system which base on data warehouse technology and online analytical processing technology. Compared with the daily operation system,business analysis system can be used to analysis the historical daily data and find out the valuable information,so as to support the decision of enterprise managers and achieve the purpose of business decision-making.Combined with the third phase of the project of enterprise business analysis system in C telecom company,the overall functional structure of the enterprise business analysis system was studied and analysed in this paper.Selected the group customers business analysis module of the system to study the the churn prewarning management subject of Telecom Group Customers and users for enterprise management to maintain the customer. The star model was introduced in this paper.Selected universities in Yunnan which use this telecom company’s products and service as an example of group customers.Chose these university’s graduates as an example of group users. The data warehouse technology was used to establish fact tables and dimension tables and split multidimensional data so as to store these data in relational database SQL Server 2005and achieve the method of the two dimensional data talbe storage multidimensional data.Based on basic table which store the four months of historical data and according to the call charges abnormal index,call duration abnormal index and conracts bundled abnormal index,SQL statements were used to select the customers which fit this prewarning index with high churn trend risk and establish the analytical table.On this basis,Visual C#was used as program development language to develop front desk interface of the system with the B/S structure as the application architecture. The visit process of managers in kunming was took as an example of showing the use of management personnel access permission inquiry function which ensure the security of customer’s data.The churn prewarning critical values were dynamically set in this system.Use the online analytical processing technology to join dimension table and analytical table together in the front desk interface.Reconstructed the detail and comprehensive multidimensional data view which were related to the three prewarning critical values. So managers could analyse the detail behavior and comprehensive prewarning numbers from multiple perspectives.In summary,customers with high churn trend risk could be discovered in time in this system and managers could use this system to keep customer retention management better.