Extension Analysis Of Guizhou Telecom Custo Mer Information Based On The Perspective Of Knowledge Management

Along with the fierce competition among telecom operators, customer related research has always been the focus of the operators.This article is based on the recent related study of the applicability of the research achievements of knowledge management theory and the extension theory, together with the combination with the actual situation of Telecom industry in Guizhou Province, we give out a new explanation toward the customer management of Telecom enterprises in Guizhou Province from the perspective of “data-information-knowledge”In research content, this article is based on the telecom operation system, which contains complete data available, and it mainly focuses on the analysis and applied research of data available toward telecom users in Guizhou Province. Accordingly, in this article, we initially combines the existing operational support system-BSS(Business Support system) domain with the electronic network platforms, such as enterprise microblogging, enterprise Wechat, enterprise website and so on, and in the meanwhile, the "availability" of internal operational data information generated and the possible extension direction are discussed.Thereinto, in view of the evolution process of knowledge, we selected the customer group partition, the defining management application in modern customer management to conduct instantial analysis. Data content used for the analysis comes from the two data information storage system mainly discussed in this article, BSS domain and electronic network platforms. Additionally, while analyzing data information generated from daily operation in the telecom industry, in this article, we keep away from the common traditional processing algorithms, such as the expectation-maximization algorithm, k-means clustering algorithm, iterative algorithm and etc.. Instead, we adopt the more appropriate extension theory analysis, and introduce the matter element theory and extension set theory. Determine the matter element by the matter elements and the relevancy among them, and the results shall be given. Based on the extension theory, in order to better implement the management of customers, we carried out the dynamic classification analysis toward the customer information from the enterprise electronic platforms and the user information, such as the consumption(month/year), traffic usage and arrearage and payment times generated from daily operation in the telecom BSS in Guizhou Province, which furthers customer partition and shall result in better implementation of customer management.Compared with previous studies, in the first place, in this article, we selected the telecom customer information in Guizhou Province, especially, in recent years, data information study in Guizhou Province has experienced blooming development, these information has high study values; in respect of customer management related algorithm, we innovative adopted the application of extension matter element theory as basic study methods. Secondly, data selected in this study is accessible and available, which had all been verified with personnel in Guizhou Telecom industry. These data is applicable and practical for the study, and by the combination of qualitative and quantitative, comprehensive analysis was conducted to avoid the partial resulted from simple qualitative analysis and simple quantitative analysis. Once again, in this article, we present a customer management idea from the knowledge management based perspective for the Guizhou Telecom industry, and by combining the actual situation of the Telecom industry in Guizhou Province, we present a proposal that more appropriate to the customer relationship management development in Guizhou Province.