基于客户特征分群的银行客户流失分析  

Analysis of Customer Loss based on the Characteristics of Bank Customer Clustering

作　　者：兰军[1] 严广乐[1] 

机构地区：[1]上海理工大学管理学院,上海200093

出　　处：《技术经济与管理研究》2014年第5期105-108,共4页Journal of Technical Economics & Management

基　　金：上海市一流学科建设项目(S1201YLXK)

摘　　要：银行客户流失分析是银行精细化经营的重要组成部分,对银行客户流失进行系统性的分析是一项涉及领域广泛的复杂工作。文章基于对商业银行大量实际经营数据的细致梳理和整理研究,通过对银行传统客户细分模式与基于客户特征分群细分模式的比较分析,提出了基于客户综合特征进行客户分群的新研究方法。在客户价值分群模式下,对银行客群基于价值分群模式细分为七个客群,并以此为基础,,运用客户流失分析方法,在实际的银行客户数据集上进行实验,通过对价值分群细分客户进行流失观察,全面了解和掌握银行实际经营中不同价值客群流失的客户流失动因、程度和去向等具体行为特征。文章的分析研究在实际运用中取得了较好的预期效果,为系统性分析商业银行客户行为提供了新的思路和手段,为各级管理人员基于客户流失分析的结果,采取针对性处理措施进行干预提供了基础性的支持和建议。Analysis of customer loss is an important part of the business management in bank, the bank customer churn is a systemic method involves complicated work. Article based on a large number of bank＇s actual operation data , compare to the traditional bank customer segmentation model and the customer segmentation model , puts forward the comprehensive features based on the characteristics of bank customer clustering, which subdivided into seven customers Under the model of customer value and on this basis, take the customer＇s total assets into observation window, a comprehensive understanding of customer churn in the motivation, reason and direction, a new method gets an anticipated effect in practical application and as a systemic analysis of commercial bank customer behavior, which provides a foundation support and advice for management personnel to analysis the reason of customer loss and take corresponding measures to intervene it .

关 键 词：金融经济 金融服务 银行客户 客户分群 

分 类 号：F830.49[经济管理—金融学]