| 面向电信的客户流失预测模型研究 |
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| 引用本文： | 蒋盛益,王连喜.面向电信的客户流失预测模型研究[J].山东大学学报(理学版),2011,46(5):77-81. |
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| 作者姓名： | 蒋盛益 王连喜 |
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| 作者单位： | 1. 广东外语外贸大学信息学院,广东广州,510420
2. 广东科贸职业学院,广东广州,510640 |
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| 基金项目： | 国家自然科学基金资助项目，广东省自然科学基金资助项目，广东省高层次人才项目 |
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| 摘 要： | 针对现有客户流失预测模型预测准确率低下的问题,本文结合基于统计学习的客户聚类分析和分类预测技术来构建客户流失预测模型。根据模型计算结果,可以辨别出客户类别及流失倾向,并在此基础上提出了预防客户流失的保持措施,从而为电信企业运营商的客户关系管理提供决策依据。
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| 关 键 词： | 客户流失 客户保持 电信 聚类 客户关系管理 |
The study of customer churn prediction model for telecom |
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| JIANG Sheng-yi,WANG Lian-xi.The study of customer churn prediction model for telecom[J].Journal of Shandong University,2011,46(5):77-81. |
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| Authors: | JIANG Sheng-yi WANG Lian-xi |
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| Institution: | JIANG Sheng-yi1,WANG Lian-xi2 (1.School of Informatics,Guangdong University of Foreign Studies,Guangzhou 510420,Guangdong,China,2.Guangdong Vocational College of Science and Trade,Guangzhou 510640,China) |
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| Abstract: | The accuracies of existing customer churn prediction models are too low,so a new customer churn prediction model is established by combining the clustering analysis with the classification prediction technique based on statistical learning.According to the results of the model,it is able to distinguish the customers groups and the propensity tendency of different customer groups.And then some customer retention measures are proposed,which can help telecom enterprises to make decisions for customer relations... |
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| Keywords: | customer churn customer retention telecom clustering customer relationship management |
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