电信科学 ›› 2009, Vol. 25 ›› Issue (3): 76-84.doi: 10.3969/j.issn.1000-0801.2009.03.023

• 研究与开发 • 上一篇    下一篇

电信业客户流失管理策略模型

夏国恩1,邵培基2   

  1. 1 广西财经学院南宁530003
    2 电子科技大学管理学院成都610054
  • 出版日期:2009-03-15 发布日期:2009-03-15
  • 基金资助:
    国家自然科学基金资助项目;中国博士后科学基金资助项目;教育部人文社会科学资助项目;广西青年科学基金资助项目;广西教育厅立项项目

Customer Churn Management Strategy Model in Telecommunication Industry

Guo’en Xia1,Peiji Shao2   

  1. 1 Guangxi University of Finance and Economics,Nanning 530003,China
    2 University of Electronics Science&Technology,Chengdu 610054,China
  • Online:2009-03-15 Published:2009-03-15

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。

关键词: 客户流失, Delta模型, 预测, 因子分析

Abstract:

A customer churn 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 churn dataset of a telecommunication carrier.It is found that the model could describe customer churn reasons and include the main predictor factors related with firm competitiveness strategy,thereby its application is easily controlled.

Key words: customer churn, Delta model, forecast, factor analysis

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