An integrated customer relationship management system for mobile telecom operators

Abstract

Valuable time and resources are now and again spent by telecom companies in running vigorous campaigns and promotions in order to acquire new customers (Rahul, 1999) [46]. Customer retention is rarely a focus since most companies do not know their customers i.e. their spending habits and revenue they generate. This study sought to bridge this gap by segmenting the customer base on the revenue and minutes of use dimensions so that better campaigns and promotions towards customer retention can be designed to suit a particular segment. An ETL tool was designed using SQL Server 2005 Integration Services for the purpose of extracting the customer calls data from the source system, transform it and then load it into a data mart. In the data mart, segmentation was done. Finally, reports were created using SQL 2005 Reporting Services showing the different segments and the number of customers there in as well as who exactly those customers are. This will give a better understanding of the customer base.