Dissertation > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Programming > Database theory and systems

The Analysis and Application of Telecom Customer Retention System Based on Data Mining Technology

Author ChenHuiXian
Tutor ChenJianZhong
School Guizhou College of Finance and Economics
Course Statistics
Keywords Loss of customers Customer Relationship Management Customer retention Data Mining Data warehouse
CLC TP311.13
Type Master's thesis
Year 2011
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With the increasing maturity of 3G technology and upcoming large-scale industrialization of the increasingly fierce competition between the operators of the telecommunications industry, became the valuable resources of the enterprise customer. The telecom operators have proposed a strategic shift by the production companies to \Telecom operators how to play to their strengths, specification customer retention retain work, reduce churn, and will have a direct impact on its position in the telecommunications market. In this paper, after a study of the development of the communications industry in China market, churn the status quo, and data mining techniques in various areas of customer relationship management, done a provincial telecom operators data mining techniques in customer relationship management application status research and analysis for the enterprise is not yet clear, unified system platform to achieve the client's specification management, warning, marketing, retention and customer assessment, the lack of guidance on the practical application of the management situation, this paper, based on the data warehouse, data mining technology-based customer retention retain system construction. Clear system construction targeting premise, focusing on analysis and design of the engine system constituted by the data source, data warehouse and data mining telecom operators C network, broadband, converged business customer retention system construction framework. The same time, the establishment of a data mining model as key links in the system construction paper using software Spss Clementine, combined with actual needs and focus on the standard process in accordance with the Data Mining (CRISP-DM), focusing on the of churn early warning model design modeling and evaluation process detailed analysis, and part of the user data to a provincial telecommunications C network, for example, through the decision tree, neural networks, logistic algorithm model, the model was evaluated, and customer retention retain measures countermeasures research and analysis. Finally, this paper analyzes the construction of the system in the future direction of improved function point. In this paper, a provincial carrier customers maintain retain system analysis and design work to retain its customer retention provides a systematic and standardized management platform allows business personnel in the system display interface is easy to use data mining functions, convenient operation and intelligent analysis. The system is designed on a monthly output warning list to enable timely and targeted marketing activities to carry out the work to maintain retain. The establishment of the system for the enterprise to the refinement of customer-centric marketing direction changes made useful explorations, has a strong practical significance.

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