基于数据挖掘技术的通信业客户挽留系统研究  

Customer detainment System based on Data Mining for Communication Industry

作　　者：董佩佩[1] 黄卫东[1] 

机构地区：[1]南京邮电大学经济管理学院

出　　处：《现代电信科技》2007年第11期22-27,共6页Modern Science & Technology of Telecommunications

摘　　要：基于数据挖掘技术,建立了一个针对通信行业的客户挽留系统。首先运用数据挖掘的C5.0分类技术建立了客户流失预测模型,接着运用K-means聚类技术分析离网客户的离网特征,聚类产生了4个离网客户群,分别分析每个客户群离网的主要原因,然后参照无线通信行业客户分割矩阵分别为每个聚类制定了客户挽留建议。In this article, a customer retention system is created based on the data mining techniques. Firstly, a forecasting model of customer churning is established using the C5.0 classification technology of data mining. Then, the characteristics of customer churning are analyzed using K-means clustering technology. Four groups of churned customers are generated, and the churning reasons for each group are analyzed. Finally, suggestions on customer retention are presented in accordance with the customer subdivision matrix for wireless communication industry.

关 键 词：数据挖掘 客户分割矩阵 客户挽留 客户流失预测 挽留策略制定 

分 类 号：F270.7[经济管理—企业管理]