聚类分析在电信行业客户关系管理中的应用

客户关系管理在电信行业被广泛应用,它已经成为电信运营商增加收入和利润,提高客户满意度、忠诚度的有效工具。聚类分析是数据挖掘的一种重要方法,将它应用在客户关系管理中,可以改善客户关系,并对将来的趋势和行为进行预测。本文采用k-means聚类算法对电信客户数据进行聚类分析,得到具有不同特征的客户群组,对不同群组采取不同的经营策略,帮助管理者提供了合理的决策支持。

The application of clustering in customer relationship management in telecommunication field

Customer relationship management (CRM) is wide applied in telecommunication field. It has become the tool to help enter- prises improve their profit and customer satisfy. Clustering is an important method in data mining. The application of clustering in CRM can improve the relationship between the organization and the customers and forecast the trend and behaviors to support people ' s decision. K- means algorithm is used to analyze sample data and discover varied characters of varied groups of customers. It can support enterprise to make an appropriate decision for each kind of customer.