Study On Customer Churn Based On Data From A Subsidiary Company Of China Unicom

The choices for customers to use diferent telecom products or operators' services become wider, and the contest to attract customers is more competitive between telecom competitors, as the further reform and division in telecommunication industry. Major telecom competitors have to face serious chum problems, while the telecom market is saturating. In this case, how to maintain current customers and predict churn so as to take suitable measures to prevent loss becomes a urgent problem for telecom operators.In this thesis, we analyze the present conditions and the consequence of chum problem in wireless telecommunications industry, basing on data from a subsidiary company of China unicorn. Then we analyze the causes of churn problem in different aspects. We also elaborate the principles of customer churn management. Based on the "whole-life cycle theory on customers", the solutions for the churn problem and the evaluation methods for the solutions are simultaneously put forward in this thesis.