| 电信CRM技术发展研究 |
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| 引用本文： | 方 芳,刘大有,王新华,刘 孟,.电信CRM技术发展研究[J].计算机工程,2010,36(5):277-278. |
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| 作者姓名： | 方 芳 刘大有 王新华 刘 孟 |
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| 作者单位： | (1. 吉林大学计算机科学与技术学院，长春 130012；2. 吉林大学符号计算与知识工程教育部重点实验室，长春 130012) |
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| 摘 要： | 随着电信市场竞争的加剧，电信行业中客户关系管理(CRM)系统以其自身的优势成为电信企业提高服务质量、降低客户流失率、增强企业竞争力的关键。针对CRM理论与联机分析处理技术、数据挖掘技术、复杂网络理论及其技术的结合进行综述，给出相关算法的步骤、评价及改进方案，讨论电信CRM的研究发展方向。
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| 关 键 词： | 客户关系管理 联机分析处理 数据挖掘 复杂网络 |
| 修稿时间： | |
Study on Development of Telecom CRM Technology |
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| FANG Fang,LIU Da-you,WANG Xin-hua,LIU Meng,.Study on Development of Telecom CRM Technology[J].Computer Engineering,2010,36(5):277-278. |
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| Authors: | FANG Fang LIU Da-you WANG Xin-hua LIU Meng |
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| Affiliation: | (1. College of Computer Science and Technology, Jilin University, Changchun 130012; 2. Key Laboratory of Symbolic Computation and Knowledge Engineering of Ministry of Education, Jilin University, Changchun 130012) |
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| Abstract: | With the increasing competition of telecommunications market, telecom Customer Relationship Management(CRM) system with its own merits becomes a key point to improve the quality of service, reduce customer turnover rate and enhance the competitiveness of telecommunications enterprises. A comprehensive survey on CRM theory combining with On-Line Analytical Processing(OLAP) technology, Data Mining(DM) techniques, the complex network theory and technology is presented, including related algorithm with improvement program, and some further research directions of CRM are discussed. |
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| Keywords: | Customer Relationship Management(CRM) On-Line Analytical Processing(OLAP) Data Mining(DM) complex network |
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