Crm To The Td Of The Times Required To Move The Data Management And Statistical Optimization - China

Ministry of Information Industry Planning Research Institute of Telecommunications carriers of fat

, said Xu, director: importance of the value chain in the CRM system, by developing new products and new business, the customer base will be better for mobile multimedia services. He optimistically predicted that the next TD and operators conduct business, CRM development, will arise to promote positive relationships with each other, CRM is expected to be enormous potential uncovered.

CRM has great potential In fact, the domestic telecom industry's investment in CRM has been in the forefront of other sectors. In 2000, China Mobile has initially completed on a national call center in various provinces and cities (186) Upgrading and construction, other business operation support system (BOSS) and decision support systems (data warehouse and data mining) has also been a lot of input. Of which China Mobile's data warehouse system, before and after the investment of several billion yuan, is the maximum capacity of the international data warehouse system (as of June 2006 reached 1416TB storage capacity). And the first time systematically to achieve a variety of business applications data warehouse (Report / index / OLAP / data mining, etc.) into. China Telecom, China Unicom, China Netcom in recent years, CRM has also been actively building.

Xu made Director but exchanges with reporters about the current operator of the CRM system, data mining and business analysis systems, the investment is not small, but far from CRM system to play out its potential. He said: "If TD can achieve precise age CRM initiative to push the program of services to meet customers receive first-line customer service demands, rather than by associated conditions such as the current red tape to confirm that the user may be very simple aspiration, That will be the ability of operators to fully enhance the CRM is an important symbol. "

Chongqing University of Posts and Chen Li, an associate professor of Economics and Management, said: "CRM system is a huge systematic project, the operation of assisted decision-making there is a great upside, TD will have higher demands it."

TD CRM should be optimized Although the TD of the CRM system

made a lot of high demand, but the overall CRM prospects are optimistic.

Xu made director said: With the growing demand for business users mature, rational and personal, in the TD time users will not only be of concern to service the content itself, but also on the new service model (eg, can be customized, one-stop service) and service level (SLA), quality (QoS) to protect the sexual aspects of higher demands. In this way, the operator's business operating model and business ability to cross will continue to increase, making CRM more user data collected and the full three-dimensional, round and rich user database, to play the great potential of CRM systems.

So, how to strengthen the CRM system to achieve a TD on the operation support system, high demands? Professor Chen Lifu said: CRM era building should respond to TD, the most critical strategy is to establish and improve business data from a hierarchical management system strengthen the specific business type of data statistics and analysis capabilities to start. She believes that, in the CRM system integration process, should sort out the specific business rules, found at all levels of business rules to add, change, revoke, is reasonable, for centralized management.

by: gaga

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