Method for analyzing customer churn of mobile communication service

Abstract

The invention relates to a method for analyzing customer churn of a mobile communication service. The method comprises the following steps of: connecting a data warehouse; scheduling a data mining tool to analyze information such as calling in the past period of time, customer service complaints or payment and the like of a churned customer; extracting behavior characteristics of the churned customer or a customer with the churning tendency; building a customer churn prediction model; applying the model to an actual customer service; acquiring customer churn prediction information; and providing support for the management decisions of enterprises. Compared with the prior art, the method can well analyze the customer churn for the mobile communication industry.

Description

technical field [0001] The invention relates to data mining technology in the mobile communication industry, in particular to a method for analyzing customer loss of mobile communication services. Background technique [0002] In the fierce competition in the telecommunication market, how to keep customers has attracted more and more attention of telecommunication operators. Marketing expert Michael Porter believes that the ability to maintain customer value is an important indicator of the maturity of an enterprise. Analyzing the causes of customer loss, attracting potential customers to the network, increasing existing customer satisfaction, reducing the probability of customer loss, improving customer consumption levels, and fully occupying the market are the keys for communication companies to win in the fierce market competition. [0003] Tracing back to the source of maintaining customers is based on the emerging theory of relationship marketing in the world. Its the...

AI Technical Summary

Problems solved by technology

At present, the management of customer churn in my country's telecommunications companies is still in its infancy, and only a few mobile companies have adopted a simple early warning mechanism for customer churn, giving early warning to some customers with abnormal consumption, which can only tell the possibility of customer churn However, it is impossible to tell the timetable of the customer's loss, let alone whether the customer has the value of retaining

[0010] To sum up, the problem of customer churn has become a problem that mobile communication operators must solve as soon as possible, but so far, in the mobile communication industry, a systematic and standardized process of customer churn analysis and a real-time and automated method have not yet been proposed. method

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