Research On Telecom Customer Value Evaluation Model In Mobile Internet Environment

Nowadays,with the popularization of the Internet and the improvement of information technology,the development of mobile Internet has entered a period of steady development.In such an environment,the main source of income of the communication industry has changed from telephone business to mobile data and Internet business.In 2018,China's mobile Internet access traffic consumption increased by 189.1%compared with last year,and maintained a high-speed growth which brought great challenges to telecom operators in terms of operating costs,network resource allocation and network service quality.At the same time,the growth rate of mobile data and Internet business revenue of telecom operators in 2018 was 17.4%lower than that of last year,and mobile data and Internet business showed an increase.Mobile data and Internet services showed a mismatch between scale growth and revenue growth.Therefore,traffic management strategy plays an important role in improving business income for Telecom operators.The premise of gaining revenue through traffic management is to understand customer value,and segment customers based on customer value,and provide different network resources for different value groups of customers under limited network resources,and provide high-quality network services for high-value customer groups and increase in user traffic while increasing traffic revenue.From the perspective of telecom operators,this paper mainly studies how to evaluate the value of telecom customers in the mobile Internet environment,and subdivides the customers based on the value of customers,and formulates different customer management suggestions and traffic management strategies.Based on the existing telecom customer value evaluation model,this paper establishes a telecom customer value evaluation model under the mobile Internet environment with mobile data and Internet services as the main indicators.In the model,customer value is mainly composed of current value and potential value of customers.Current value is mainly affected by customer's income contribution.The influencing factors of potential value are loyalty,credibility and influence.Then,questionnaire survey method is selected as the way of data acquisition,and the data are deeply analyzed and explored by analysis methods that are described statistics,exploratory factor analysis,confirmatory factor analysis and clustering algorithm.The theoretical and empirical research in this paper will help operators to understand the value characteristics of telecom customers in the mobile Internet environment,accurately evaluate the customer value with mobile data and Internet services as the main indicators,thus providing an accurate evaluation model for customer value,and adopting subdivision management for telecom enterprises based on customer value,and carrying out effective traffic management for operators.