【正文】 浙江大學(xué)碩士學(xué)位論文 Abstract i 政企客戶拓展支撐系統(tǒng) 的設(shè)計與 實(shí)現(xiàn) 隨著個人市場競爭從增量市場向存量市場轉(zhuǎn)變，政企集團(tuán)客戶市場已經(jīng)成為電信運(yùn)營商新的增長點(diǎn)。 隨著全業(yè)務(wù)和互聯(lián)網(wǎng)時代市場競爭更加激烈，數(shù)據(jù)挖掘技術(shù)越來越重要，對系統(tǒng)支撐渠道精細(xì)管理提出了更高的要求，對政企客戶拓展工作提出了新挑戰(zhàn)。 本文結(jié)合浙江移動政企客戶拓展工作現(xiàn)狀與問題，利用數(shù)據(jù)挖掘技術(shù)對政企客戶挖掘模型進(jìn)行研究，研究重點(diǎn)為潛在集團(tuán)成員挖掘模型及真實(shí)集團(tuán)成員識別模型，并對模型進(jìn)行驗證與優(yōu)化。并對浙江各地市代理商的需求進(jìn)行透徹的分析，總結(jié)出政企客戶拓展支撐系統(tǒng)的功能模塊與系統(tǒng)框架，進(jìn)一步給出系統(tǒng)的詳細(xì)設(shè)計方案， 完成了系統(tǒng)的開發(fā)實(shí)現(xiàn)與測試 。 目前政企拓展支撐系統(tǒng)已經(jīng)投入實(shí)際應(yīng)用，并取得了一定的效果，大幅減輕了一線客戶經(jīng)理的工作壓力，有效提升了政企客戶拓展的效率，為浙江移動增加了效益。 關(guān)鍵詞： 浙江移動， 挖掘模型 ，政企客戶拓展支撐系統(tǒng) ，集團(tuán)成員 浙江大學(xué)碩士學(xué)位論文 Abstract ii Abstract With the petition in the individual market changes from the incremental market to the stock market, group customers’ market of government and enterprise has bee a new growth point for tele operators. With the fullservice and the age of the Inter market being more petitive, data mining technology is increasingly important. Fine management of system support channels proposed a higher demand, and the work of expanding government and enterprise customers have the new challenges. In this paper, bine with the present Situation and problem of the government and enterprise customers expanding work of Zhejiang Mobile. Using Data Mining to research the Mining model of government and enterprise customers, research focuses on the mining model of potential group members and the identify model of the true members group, and validate the model. Then, conduct a thorough analysis of the demands ing from Zhejiang agents, summed up the functional modules and system framework of the government and enterprise customers expanding support system, advancing proposed system design. Further, given the detailed design of the system, plete the coding development and testing of system. At present, the government and enterprises expanding support system has been put into practical application, and achieved certain results, Significant reduce the working pressure of the frontline customer manager, effectively increasing the efficiency of government and enterprise customers expanding. Key Words： Zhejiang Mobile, Mining model, government and enterprise customers expanding support system， group39。s customers 浙江大學(xué)碩士學(xué)位論文 目錄 III 目錄 摘要 ............................................................................................. 錯誤 !未定義書簽。 Abstract ......................................................................................................................... ii 圖目錄 ......................................................................................................................... V 表目錄 ........................................................................................................................VI 第 1 章 緒論 ................................................................................................................1 課題背景 ..............................................................................................................1 研究現(xiàn)狀及存在的問題 ......................................................................................1 本文主要工作 ......................................................................................................2 論文的組織結(jié)構(gòu) ..................................................................................................3 本章小結(jié) ..............................................................................................................3 第 2 章 挖潛模型的研究及 應(yīng)用試點(diǎn) ........................................................................4 潛在集團(tuán)成員挖潛 模 型的 研究 ..........................................................................4 集團(tuán)成員相關(guān)分群定義 ...............................................................................4 模型總體研究思路 .......................................................................................4 模型介紹 .......................................................................................................5 模型參數(shù)管理 ...............................................................................................6 挖潛模型驗證與優(yōu)化 ...................................................................................7 集團(tuán)成員挖潛模型細(xì)化 .............................................................................10 試點(diǎn) .................................................................................................................... 11 本章小結(jié) ............................................................................................................13 第 3 章 政企客戶拓展支撐系統(tǒng)的需求分析 ..........................................................14 任務(wù)概述 ............................................................................................................14 目標(biāo) .............................................................................................................14 系統(tǒng)用戶 .....................................................................................................14 假設(shè)和依賴 .................................................................................................14 術(shù)語定義 .....................................................................................................15 運(yùn)行環(huán)境規(guī)定 ....................................................................................................15 硬件環(huán)境 .....................................................................................................15 軟件環(huán)境 .....................................................................................................16 系統(tǒng)體系框架 ....................................................................................................16 系統(tǒng)功能概述 ....................................................................................................17 功能列表 .....................................................................................................