面向電信企業(yè)CRM的客戶(hù)智能研究與應(yīng)用.pdf

1、分類(lèi)號(hào)F丘墮』UDC——密級(jí)壘玨7868岔l學(xué)校代號(hào)10561學(xué)號(hào)200242000201037華南理工大學(xué)碩士學(xué)位論文面向電信企業(yè)CRM的客戶(hù)智能研究與應(yīng)用吳海平指導(dǎo)教師：昱座良副熬援王直簋堡堂瞳申請(qǐng)學(xué)位級(jí)別：亟論文提交日期：2005428專(zhuān)業(yè)名稱(chēng)：籃理抖堂皇王捏論文答辯日期：20055學(xué)位授予單位和日期：垡直理三太堂答辯委員會(huì)主席：王愛(ài)虐副煎握論文評(píng)閱人：堂廑型熬攫韭紅副熬援華南理工大學(xué)碩士學(xué)位論文AbstractAstherefo

2、rmdevelopmentoftelecomindustryandtheentranceofWTO，thecompetitionamongthetelecomenterprisesisbecomingtougherNowadays，“Customer。oriented”isthenewprincipleoftelecommarketcompetitionAstheenterprisesintelecomindustryhavemuchm

3、orecustomersandcustomerdatathanthoseinotherindustries，theapplicationofCustomerRelationshipManagement(CRM)intelecomindustrybecomesoneofthehottesttopicsonenterpriseinformationtizationButmostoftheresearchfocusedontheOperati

4、ngCRM，whichaimstoimprovetheoperationefficiencyforthecustomersTheapplicationofAnalyticalCRMisnotSOemphasizedandfewpeoplediscussitfromthepointofcustomerknowledgemanagement，includingitsacquisition，shareandpracticeThisthesis

5、firstlydescribesthecompetitionenvironmentoftelecomindustryandtheimpactofWTOWiththeFivePowerModel，wecanseethetoughercompetitionintelecomindustry，morethreatfrompotentialcompetitorandtherisingpowerofthecustomersAccordingly，

6、thetelecomenterpriseshavetriedtOadjusttheirstrategiesThewholeindustryisexpectingtofocusonthecompetitiononpriceandservice，butnotonnetwork，andturntodifferencecompetitionfromhomogeneousoneTheyhopetoimprovetheservicequalitya

7、ndtheabilitytespondtocustomersthoughtheimplementationofCRMButthereisstillmuchinsufficiencyoftheapplicationofCRMintelecomindustryatpresent，especiallyincustomeranalysisandcustomerknowledgemanagementSo，theconceptofCustomerI

8、ntelligenceisgivenoutwithitssystemframeandrealizingcycleAtthesametime，it’SpointedoutthattheessenceofcustomerintelligenceisadynamicprocessandthecapabilitytOacquire，distribute，shareandapplythecustomerknowledgeAfterthat，afr

9、ameworkoftelecomcustomerintelligenceisproposedWiththisframework，theauthorhasdescribedtelecomcustomerknowledgeprocessontheangleofknowledgetranslationandtheinvolvedtechnologiesTheacquisitionoftelecomcustomerknowledgeisalwa

10、ysacriticaldifficultySothethesisdiscussesthediscoveryoftelecomcustomerknowledgebasedondataminingwithaseparatedchapterInthischapter，threecustomeranalysismodelsarefoundedbythemethodofCRISP—DM，includingcustomersegmentationa