一种基于电信客户流失预警的解决方案  

Customer Missing's Warning System Based on Data Warehouse Technology

作　　者：李睿仙[1] 庞洁[1] 胡建华[1] 王清心[1] 汪伟[1] 

机构地区：[1]昆明理工大学,信息技术与自动化学院,云南,昆明,650051 昆明理工大学,信息技术与自动化学院,云南,昆明,650051 昆明理工大学,信息技术与自动化学院,云南,昆明,650051 昆明理工大学,信息技术与自动化学院,云南,昆明,650051 昆明理工大学,信息技术与自动化学院,云南,昆明,650051

出　　处：《电脑知识与技术（过刊）》2007年第2期484-,494,共2页Computer Knowledge and Technology

摘　　要：本文通过对电信运营商海量数据的统一整合,并对客户的基本属性、呼叫行为、缴费情况、客户服务投诉情况等数据深入研究,分析出已流失或有流失趋势客户的行为特征,建立了客户流失模型,预测具有流失倾向的客户,进行预警.并分析流失原因,针对可能流失的客户设计挽留方案,对挽留方案进行实施、跟踪和评估,形成流失分析和管理的闭环流.Through conforming to lots of history data unitedly, and analysising the customers' basic attribute, calling behaviors and pay fee circumstance, customers' complaint etc deeply, the paper refines the customers' behavior characteristic who has been already run off or has already run off the trend, builds up customers' missing model. That paper predicts the tendency that the customer who will run off, and gives warning message, analysis the missing reason, aiming at the customer who will run off and design plans to detain, and carry on; come after and evaluate the plan .form the analytical and managerial shut circulation.

关 键 词：客户流失 流失分析 预警 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]