The Research Of The High-End Customers Churn Of CMCC

As the third telecommunications restructuring achievements deepening, telecom industry market monopoly pattern has gradually been broken, and the high-end customers market has become the three telecommunication operator's important strategic resources, which is closely related with enterprise income, competitiveness, the future development and other important aspects in everyday life. Facing the strong offensive of the new telecom and new unicom, tens of years of high-end customers and markets accumulated by CMCC are in jeopardy. To seek the differentiation and improve service ability become the key of keeping the high-end customers in net and developping of new customers when products becomes coessential. A company of CMCC high-end customers in the proportion of non-interest income to gross income 35.83% and the average of province is 39.05% from 1 to 3 months in 2010. Obviously, effectively hold in high-end clients promoting income rose steadily plays a vital role.In this industry background, on the one hand, based on the questionnaire and interview, combining with the way employees A city mobile company, and using the software SPSS 12.0 this paper analyze actual situation for customer churn compares. On the other hand, by adopting logic regression method to A city move company in high-end customer churn the establishment of early warning model, we try to find out early warning and retain management methods which are suitable for CMCC in the loss of the high-end customers.1,Framework and main contentsThe paper includes four major parts: (1) The first part (the first chapter) are introduced in this paper the telecom industry background and research status;(2) The second part (second, three chapters) to guide papers references and research methods were briefly introduced;(3)The third part, (fourth, the fifth and sixth chapter)the fourth chapter in A city move company on the current situation of the descriptive analysis, fifth intuitionistic and six chapters on the basis of previous studies, in high-end customer churn management to put forward the customer knowledge management model, and concrete in A city mobile company in high-end lose customers, the management process modeling.(4)The fourth part of the paper's conclusions was summarized, and some Suggestions on the conclusion application.2> main innovation of the thesis(1) to construct the China mobile's middle and high-end customer knowledge management concept model, and expounds the customer knowledge management daily operation of the carrier-customer knowledge base data circulating process.(2) using data mining tools for customer churn warning model research, looking for suitable for A city move company in high-end customer churn warning model and put forward the accord with A city move company actual situation, operational stronger customers keep countermeasures, help the company's long-term development.