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.

Key words: Customer Relationship Management(CRM), On-Line Analytical Processing(OLAP), Data Mining(DM), complex network

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。

关键词: 客户关系管理, 联机分析处理, 数据挖掘, 复杂网络

CLC Number: 

• TP399