标题:
基于广义线性混合模型的电信客户流失预测研究
A Study of Telecom Customer Loss Prediction Based on Generalized Linear Mixed Models
作者:
王珺, 费宇, 潘建新
关键字:
客户流失, 广义线性混合模型(GLMM), 预测
Customer Loss; Generalized Linear Mixed Models (GLMM); Prediction
期刊名称:
《Statistics and Application》, Vol.2 No.1, 2013-03-29
摘要:
随着通讯业务的竞争日趋激烈，客户关系管理的重要性日益突出，如何提高客户满意度、减少客户流失几率成为电信企业提高竞争力的重要策略。本文在总结国内外学者研究的基础上，采用广义线性混合模型分析客户流失原因，进行客户流失预测，为电信企业提供一定的参考。With the increasingly fierce competition in the communication business and the growing importance of customer relationship management, how to improve the customer satisfaction and reduce the customer churn rate has became the main strategy to improve the competitiveness of telecom enterprises. Based on the summaries of former researches, this paper used the Generalized Linear Mixed Model to analyze the reasons of customer loss, find out the customer loss prediction model and provide several references for the telecom enterprises.