基于数据挖掘技术的电信业客户流失分析

Analysis for Telecommunication Profession Customer Churn Based on Data Mining Technology

传统客户流失分析方法有、测定客户流失率、客户保持率、客户增长速度以及生存分析方法等,这些方法只是使用简单的量化指标,缺乏对隐含在客户数据中深层次信息的挖掘和分析。本文中,以某移动通信公司的部分客户数据为基础,运用数据挖掘技术和方法对众多电信运营商所面临的共同问题——客户流失进行了深入探讨,从而提供了新的评估和分析角度,为市场人员制定“一对一”的个性化销售策略提供了较为可靠的理论依据。

The traditional method for customer churn including measuring rate of chum, rate of customer maintaining, customer increasing speed and existing analysis est. But these methods only offer some quantification index sign, which are short of mining and analysis the deep massage implied in customer＇s data. In this paper, we try using the thought of CRM, giving a deep research for customer churn with data mining technology and method, thereby offering a new point for evaluating or analysis and theory basis for making one-to one market strategy.