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电信业客户流失管理策略模型 被引量：2

Customer Churn Management Strategy Model in Telecommunication Industry
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摘要 基于企业竞争的Delta策略模型,提出一种用于电信业的客户流失管理策略模型(CMSM)。通过使用某电信企业客户流失数据集,对CMSM进行了验证。其结果表明,该模型描述了客户流失的原因且包含了与企业竞争策略相关的主要预测因子,从而使其实际应用更易控制。 A customer chum management strategy model（CMSM） is proposed for the telecommunication industry, which is based on Delta strategy model for firm competitiveness.CMSM is substantiated by using a customer chum dataset of a telecommunication carrier.h is found that the model could describe customer chum reasons and include the main predictor factors related with firm competitiveness strategy, thereby its application is easily controlled.
作者 夏国恩 邵培基
机构地区 广西财经学院 电子科技大学管理学院
出处 《电信科学》 北大核心 2009年第3期76-84,共9页 Telecommunications Science
基金 国家自然科学基金资助项目(No.70801021) 中国博士后科学基金资助项目(No.20080431276) 教育部人文社会科学资助项目(No.08JC630019) 广西青年科学基金资助项目(No.桂科青0832102) 广西教育厅立项项目(No.200712LX290)
关键词 客户流失 Delta模型 预测 因子分析 customer churn, Delta model, forecast, factor analysis
分类号 TN915 [电子电信—通信与信息系统] F270 [经济管理—企业管理]
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参考文献19

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二级参考文献27

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共引文献118

同被引文献17

引证文献2

二级引证文献7

电信科学
2009年 第3期

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