A research submitted in partial fulfillment of the requirements for thedegree of Master of Engineering in Information Management, School of Engineering and Technology

Research Studies Project Report (M.Eng.) - Asian Institute of Technology, 2015

Telecommunication industry is one of the most competitive industry. To obtain thecompetitive advantages, knowing about customers and competitors are most important fortelecom service providers. Therefore, they apply business intelligence system which providecustomer care.This research studyimplements the applicationfor customer clustering analysis to segmentthe group of customer according to their daily usage of communication supported by telecomoperator. Firstly,the data martis developedto store call detailrecords generated from severalexchanges and to prepare the accurate data for customer segmentation. Second,amultidimensional cubeis createdto perform data exploratory analysis, thenR Studiois usedas data mining tools to segment the subscribers for marketing department to decide whichaction to apply on each segment for customer care such as customer retention.Moreover,customer segmentation is intended to find out how the customers are composed and help themarketing department makemore suitable marketing plans and policy according to differentsegments with different customer characteristics.In this research, the customer segmentationisonlybased on usage callbehavior, i.e.the behavior of a customer measured on the numberof callsincluding local and long distancecalls, duration and charges.It is possibleto performcustomer lifetime value analysis, loyalty analysis and profitability analysis if therelevantdata can be acquired in the future.