| 基于数据挖掘技术的电信业客户流失管理框架 |
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| 引用本文： | 牛琨,张舒博. 基于数据挖掘技术的电信业客户流失管理框架[J]. 电信工程技术与标准化, 2006, 19(1): 67-69 |
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| 作者姓名： | 牛琨 张舒博 |
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| 作者单位： | 北京邮电大学计算机科学与技术学院,北京,100876;中国电信北京研究院决策研究部,北京,100035 |
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| 摘 要： | 本文首先阐述了客户资源的重要性,然后对客户流失这一当今运营商普遍遭遇的难题进行了分析.接着从理论上指出了过去客户保持手段的弊端,分析了防止客户流失的新思路和途径,并总结和归纳了电信业以客户流失管理为主题的数据挖掘项目的几个关键点.在此基础上,提出了基于数据挖掘的客户流失解决方案框架.
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| 关 键 词： | 客户流失 数据挖掘 管理策略 |
Data Mining Based Customer Churn Management Framework in Telecommunication |
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| Niu Kun,Zhang Shubo. Data Mining Based Customer Churn Management Framework in Telecommunication[J]. Telecom Engineering Technics and Standardization, 2006, 19(1): 67-69 |
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| Authors: | Niu Kun Zhang Shubo |
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| Affiliation: | Beijing University of Posts and Telecommunications, School of Computer Science and Technology, Beijing 100876;China Telecom Beijing Research Institute, Department of Decision-Making Research, Beijing 100035 |
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| Abstract: | This paper expatiates on the importance of customer resource and analyses customer churn-the common difficult problem to operators. It theoretically points out the shortcoming of the means for customer holding in the past and analyses the new way to prevent customer from churning. After that, this paper summarizes some key points to the data mining projects which have the subject of customer churn management in telecommunication. Finally, it puts forward the data mining based framework for the solution of customer churn. |
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| Keywords: | customer churn data mining |
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