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目前国内电信运营支撑系统的建设,无一例外的将CRM(客户关系管理)系统作为龙头,作为其核心的客户数据的准确与否直接关系到CRM乃至整个运营支撑系统建设的成败。本文指出客户的“家庭关系”信息是客户数据中的重要组成部分,是描述客户间复杂关系的有效手段,在CRM中引入“家庭关系”信息可以为电信运营商带来新的机遇和规避不必要的风险,文中给出了“家庭关系”信息的获取方法,并以实例说明它的具体使用。
At present, the construction of domestic telecom operation support system, with the exception of CRM (customer relationship management) system as a leader, as the core of its customer data is directly related to the accuracy of CRM or even the entire operation and support system construction success. This paper points out that customer’s “family relationship” information is an important part of customer data and an effective way to describe the complex relationship between customers. Introducing “family relationship” information in CRM can bring new opportunities for telecom operators and avoid Necessary risk, the paper gives the method of obtaining “family relationship” information, and illustrates its specific use by example.