| 电信CRM中的客户特征管理 |
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| 引用本文： | 卢捍华,张凌云. 电信CRM中的客户特征管理[J]. 电信科学, 2007, 23(8): 43-46 |
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| 作者姓名： | 卢捍华 张凌云 |
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| 作者单位： | 南京邮电大学信息网络所南邮-福富实验室,南京,210003;宁夏电信公司企业信息化部,银川,750001 |
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| 摘 要： | 本文提出了客户关系管理(CRM)系统中不同于客户属性的客户特征概念.在论述中,首先说明了客户特征和属性的不同,然后介绍了它在客户关系管理中的应用和管理,以及其设计原则.
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| 关 键 词： | CRM OSS/BSS 客户特征 电信运营 |
| 修稿时间： | 2007-06-22 |
Management of Customer Chracteristics in CRM System for Telecom |
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| Lu Hanhua,Zhang Lingyun. Management of Customer Chracteristics in CRM System for Telecom[J]. Telecommunications Science, 2007, 23(8): 43-46 |
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| Authors: | Lu Hanhua Zhang Lingyun |
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| Affiliation: | 1. Lab. of NUPT-FFCS, Information Network Institute, Nanjing Univ. of Post and Telecom, Nanjing 210003, China; 2. Dept. of Enterprise IT, Ningxia Telecom Corp., Yinchuan 750001,China |
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| Abstract: | The concept of customer characteristic management, which is used in OSS/BSS, is proposed in this paper. We discussed the difference between customer characteristics and customer attributes first, then, we described the application and management of customer characteristic. |
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| Keywords: | CRM OSS/BSS |
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