Research On The Customer Relationship Management Of China Unicom PY Company Based On Big Data Analysis

With the rapid development of Internet technology and progress,it has been widely used in many fields,and has achieved remarkable results.Puyang Unicom in the business development process,has introduced many distributed management system,to achieve the business order,business analysis,network optimization,automation of production management process sharing,accumulated a large number of customers,packages,consumer information data.In order to improve the customer information management,customer information management in Puyang Unicom introduced a large data analysis technology,to build a large data model,including K-means algorithm,Aprior algorithm and decision tree algorithm,using the statistical analysis of the data,find the potential patterns from data,such as customer consumption level,value-added service order the number of users from the network,terminal binding etc..Specifically,the main work of this paper includes the following aspects:Firstly,the use of advanced software engineering methods and techniques,through the investigation and analysis of Puyang Unicom market managers,business support personnel,terminal sales staff,design a customer relationship management system with powerful function,the system covers the staff display function,communication function,sales experience in customer service management function,background information the management function,the function of data mining,and optimize a large data analysis process,provide a robust framework for analysis of customer information.Secondly,the introduction of the K-means algorithm,the analysis of Puyang Unicom 4G client development,through modeling and analysis of the existing network users to use voice and flow statistics,potential 4G customers are selective,targeted marketing,enhance the rate of customer order 4G package.Thirdly,the introduction of the Aprior algorithm,the analysis of Puyang Unicomvalue-added business promotion data,combing the Puyang Unicom’s value-added business promotion process,found that the relationship between different value-added services,such as ordering mobile phone customers usually order mobile phone video game software for mobile phone;securities customer order related financial newspaper,can enhance the value-added business development efforts,to further enhance the value-added the contribution of business value.Forth,the introduction of decision model of terminal,mobile phone number correlation analysis,after the terminal binding due customer churn rate,still continue to use the mobile phone number and related 4G packages,with more value for Puyang unicom.