客户流失预警模型及其在电信企业的应用  

Analysis and Application for National Telecoms of Customer Churn Alarm Models

作　　者：王雷[1] 陈松林[2] 顾学道[1] 

机构地区：[1]深圳现代计算机公司博士后科研工作站 [2]中国联合通信有限公司湖南分公司,长沙410001

出　　处：《电信科学》2006年第9期47-51,共5页Telecommunications Science

摘　　要：大量的客户流失让运营商蒙受巨大损失,从而使得存量客户的维系与保持逐渐成为国内主流电信运营商关注的焦点。本文结合客户细分的思想,提出了一种新的电信企业客户流失预警模型,湖南某大型电信企业基于该客户流失预警模型,在其一个地市分公司进行了客户维系与挽留一期工程的实施试点,试点结果表明,提出的客户流失预警模型具有良好的预警功能,能从企业海量的客户信息中有效地发现具有潜在离网倾向的有价值客户,从而为企业有针对性地开展客户维系与挽留工作提供科学的参考和依据。The high customer churn rate leads to big losses of telecoms, so to maintain and retain old customers has becoming a focus of major national telecoms. By combing with the idea of customer segmentation, a novel customer churn alarm model is proposed. On the basis of it, a major telecom in Hunan province, as an experiment area, has finished its first-stage project of customer retention. The results show that the newly proposed customer churn alarm model has good alarm performances, and can provide telecoms scientific basis and reference for purposed of customer maintenance and retention, since it can efficiently discover the valuable customers with leaving orientation from massive information of customers.

关 键 词：客户流失 客户维系与挽留 预警模型 电信企业 

分 类 号：F626[经济管理—产业经济]