基于数据仓库的电信客户关系管理研究

《基于数据仓库的电信客户关系管理研究》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。

1、广东工业大学硕士学位论文基于数据仓库的电信客户关系管理研究姓名：马丰申请学位级别：硕士专业：管理科学与工程指导教师：张应利20040501AbstractCustomerRelationshipManagementwasproducedbythedrasticmarketcompetition，thedevelopmentofinformationtechnologyandthechangeofmanagementideology．It’Sobjectiveisinordertoimprovecustomer’Svalueandlo

2、yaltyandtogainintheenterprise’Searningandboostefficiency．Whocangraspthemarket’Spulseandsatisfythecustomer’Sneedtoproducts，theenterprisewillwinthecustomerandmarket，anditwillsurviveanddevelop．AfterChina’SAccessiontoWTO，theopeningoftelecommarket’SfoundationserviceandValue

3、—addedservicewillbeimperativeunderthesituation．Inthefaceofthepressureofcompetitorthatcomefrominsideandoutside，thecustomerdataresourcethatgettogetherforyearsbecomethebiggestcompetitionadvantageofthetelecomoperators．Sohowtomanagetherelationshipbetweenenterpriseandcustome

4、r，advancethequalityofservice，keepthevaluablecustomer，developthenewcustomer，alltheseneedCRMtoprovidetheeffectivedecisionsupport．Theobjectiveoftelecomenterprise’SCRMconstructionistoexhumetheabundantcustomerresourceincreasingly，providecustomermoreindividuationservice，sust

5、aintheenterprise’Sproductandservice，buildupthebenigntelecomenterprisefigure，enhancethecustomersatisfactionandloyalty，andaccordinglymakethetelecomenterpriseobtainincomesteadily．ThemanagementmodeloftelecomenterpriseCRMhasoperatortypeandanalysistype．Withthedevelopmentofma

6、rketeconomy，enterpriseSneedtoheightentheirdataanalysesability．Thiskindofanalysescanreflectenterprise’SpracticalcourseandmakeOUtscientificdecisiononlywhichbasedonthedatathatcomefromenterpriseinsideandoutsidemarket．Throughthetrimandanalysisofthesedataandtheimprovementofd

7、ataqualityandanalysisability，managercanenhancetheenterprise’Smarketcompetition．NowthetelecomenterprisesinChinaalreadyhavepossessedwell’roundmanagementsysteminmanysections，whichprovidetheimpersonalconditionofelectronicdatafordatawarehouse．Thepressurethattelecomindustryf

8、acedistheexteriorimpetusforthefoundationofdatawarehouse．IITheoperationapplicationoftelecomindustryincludemostly：custo