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1、重庆大学硕士学位论文基于CRM数据挖掘的电信客户细分模型分析与设计姓名：谭军申请学位级别：硕士专业：控制理论与控制工程指导教师：曹长修20050501重庆大学硕士学位论文英文摘要ABSTRACTWiththeexploitationofthetelecommarketgradually,itismoredifficulttogetdistinctivecompetitiveadvantageforthetelecomoperator.Inordertosatisfycustomersmore,asuccessful
2、telecomoperatorshouldcompletelyandquiteunderstandcustomerinformation,makeatimelycorrespondencetoindividualrequest,andthroughallkindsofchannelssoastogainknowledge,knowmoreaboutcustomersandimprovetheirsatisfactiontogetmoreprofit,couldoperatorswinincompetition.So
3、itisnecessarytoemphasizethepracticalsignificanceofCustomerRelationshipManagement(CRM)research.IntheprocessingofCRM,duetothedifferentiaofcustomer’sbackground,earning,age,teachdegreeandsoon.Operatorsmustbesegmentthecustomerbasedonindividualrequest,andprovidethed
4、ifferentservicetothedifferentsegmentationmarket.Customersegmentationisanimperativeproblemtothetelecomoperator,itisnotonlyanimportantcomposingoftelecomCRM,butalsoanimportantmanagementtool.Thecompetitionofthetelecommarketisthecompetitionofthecustomer,operatorssh
5、ouldpaymoreattentiononthenecessityandemergencyofcustomersegmentation.Itisoneoftherudimentalprinciplewhichcouldbeinvestigatevarietiesofcustomer,effectivelyevaluatecustomer,reasonablydistributeserviceresourceandsuccessfullyimplementcustomerstrategy.Thisarticleis
6、basedonChongqinguniversitycooperatewithChongqingtelecomCo.exploitproject“theModelofTelecomTariffsMarketandCalculationIntelligenceDecisionSupportSystem”,andsubdividecustomerbasedoncustomer’snaturalattribute,consumptionmode,consumptionhabit,consumptionfrequencye
7、tc.Itisdifficulttosatisfyrequestofmarketprosecutionandcustomerdecision-makingbasedonsinglecustomerattributesubdivisionmode.CRMsystemcollect,analyze,miningtheusefulinformationwhichishiddeninthedataintheprocessoftheactivitybetweentheenterpriseandthecustomer,soas
8、toprovidethemoreexcellentservice.Sotheauthorbroughtforwardfivedifferentcustomersegmentationmode,itincludingcustomerindustryandconsumptionearning,synthesisusetelecomportfolio,consum
