本文關(guān)鍵詞： 客戶關(guān)系管理 經(jīng)營分析系統(tǒng) 數(shù)據(jù)業(yè)務(wù) 收入風(fēng)險 客戶滿意　出處：《北京郵電大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：近年來,隨著中國電信行業(yè)尤其是移動通信市場迅猛發(fā)展,一方面,中國移動通信公司積累了海量的客戶信息,另一方面,行業(yè)對手對客戶的爭奪也日益白熱化,如何對這些龐大、需求差異較大的客戶進(jìn)行精細(xì)化營銷,保持客戶的長期關(guān)系管理具有非�，F(xiàn)實的意義。 本文以中國移動公司河南分公司下屬某分公司客戶關(guān)系管理應(yīng)用為例,研究了客戶關(guān)系管理的理論,以及基于經(jīng)營分析系統(tǒng)的客戶關(guān)系管理的應(yīng)用。采用理論和實踐應(yīng)用相結(jié)合的方式,進(jìn)行定性和定量的論述分析。在對現(xiàn)代營銷理論中的客戶價值,客戶關(guān)系管理的概念和本質(zhì),以及數(shù)據(jù)倉庫、數(shù)據(jù)挖掘的產(chǎn)生發(fā)展等相關(guān)技術(shù)進(jìn)行研究的基礎(chǔ)上,結(jié)合中國移動通信河南公司經(jīng)營分析系統(tǒng)建設(shè)的實踐和應(yīng)用,分析了企業(yè)對系統(tǒng)中的海量客戶數(shù)據(jù)的處理方式,提出了一整套基于客戶關(guān)系管理理論的解決方案。解決方案包括決策支持系統(tǒng)的建立和構(gòu)架,依托經(jīng)營分析系統(tǒng)的數(shù)據(jù)業(yè)務(wù)客戶關(guān)系管理、收入風(fēng)險監(jiān)控、客戶滿意度管理等,對于中國移動以及其他電信運營商的經(jīng)營分析系統(tǒng)的應(yīng)用和研究提供了一定的借鑒作用。本文著重研究了中國移動在流量經(jīng)營中進(jìn)行的客戶關(guān)系管理應(yīng)用,是客戶關(guān)系管理理論的典型實踐。 本文的研究對企業(yè)的經(jīng)營決策支持有一定現(xiàn)實意義,尤其對電信運營商利用經(jīng)營分析系統(tǒng)進(jìn)行各種類型的客戶關(guān)系管理有一定參考價值。
[Abstract]:In recent years, with the rapid development of China's telecommunications industry, especially the mobile communication market, on the one hand, the Chinese mobile communication companies have accumulated a large amount of customer information, on the other hand. The competition for customers by industry rivals is becoming increasingly fierce. It is of great practical significance to refine the marketing and maintain the long-term relationship management for these huge and different customers. This paper takes the application of customer relationship management in a branch of Henan Branch of China Mobile Company as an example to study the theory of customer relationship management. As well as the application of customer relationship management based on management analysis system. Using the combination of theory and practice, qualitative and quantitative analysis of customer value in modern marketing theory. Based on the research of the concept and essence of customer relationship management, data warehouse, data mining and other related technologies, this paper combines the practice and application of the management analysis system construction of Henan Company of China Mobile Communication. In this paper, we analyze the way enterprises deal with the massive customer data in the system, and put forward a set of solutions based on the theory of customer relationship management. The solution includes the establishment and framework of decision support system (DSS). Data business customer relationship management, revenue risk monitoring, customer satisfaction management based on business analysis system. It provides some reference for the application and research of China Mobile and other telecom operators' business analysis system. This paper focuses on the application of customer relationship management in traffic management of China Mobile. It is a typical practice of customer relationship management theory. The research in this paper has certain practical significance to the enterprise management decision support, especially to the telecommunication operator to use the management analysis system to carry on each kind of customer relationship management has the certain reference value.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F626

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本文編號：1448764