关键词: 客户流失;客户保持;电信;聚类;客户关系管理

Abstract:

The accuracies of existing customer churn prediction models are too low, so a new customer churn prediction model is established by combining the clustering analysis with the classification prediction technique based on statistical learning. According to the results of the model, it is able to distinguish the customers groups and the propensity tendency of different customer groups. And then some customer retention measures are proposed,which can help telecom enterprises to make decisions for customer relationship management.

Key words:  customer churn; customer retention; telecom; clustering; customer relationship management