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通信行业客户流失的预警与挽留

Early warning and retention of customer churn in communication industry

中文摘要英文摘要

国内移动通信市场不断发展,高新增客户率已经成为过去,三大运营商越来越重视存量经营。如何准确的从大量的数据中发现客户行为,预测潜在流失客户,根据客户流失行为特征推荐合适的挽留策略,越来越受到关注。文中以某移动通信企业客户数据为研究样本,通过数值处理以及筛选预测指标,使用logistic回归方法构建客户流失预警模型,预测出潜在的流失客户,并且通过案例库为潜在流失客户推荐挽留策略。案例库存储成功的挽留策略,提高挽留工作有效性。客户流失预警模型较好的预测出潜在的流失客户,并且通过案例库为值得挽留的客户推荐合适的挽留策略。

With the constant development of the domestic mobile communication market, high rate of new customers has become the past, and the 3 major mobile communication operators pay more and more attention to inventory management. How to discover customer behavior accurately from a large number of data, predict the potential losing customers, and recommend suitable retention strategies according to the customer churn behavior characteristics have gained more and more attention. Based on a study sample of customer data which is from a mobile communication industry, through numerical processing and filtering prediction index, then we use logistic regression method to build customer churn warning model so as to predict the potential losing customers. Besides, we recommend retention strategies for these people from the case-base. Case-base stores successful retention strategies, which can help improve the effectiveness of our work. The model of customer churn warning can make a good prediction for the potential losing customers, and through the case-base for worth to retain customers recommend suitable retention strategy.

方芳、付杰、王伟

通信

管理科学与工程客户流失logistic回归客户流失预警模型挽留策略推荐模型

management science and engineeringcustomer churnLogistic regressioncustomer churn early-warning modelthe model of retention strategies recommendation

方芳,付杰,王伟.通信行业客户流失的预警与挽留[EB/OL].(2015-12-10)[2025-08-18].http://www.paper.edu.cn/releasepaper/content/201512-568.点此复制

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