The High-end Customer Chur Warning Study In Deyang Mobile

In2008, after the Wenchuan earthquake, from a large amount of aid workers intothe effects of mobile customers in Deyang, the size of high-speed growth, by the end of2009the total number of customers up to2130000, grow97%than2007. However, asof2009, the restructuring of the telecommunications industry and the mobile phoneInternet era, communication industry competition is becoming increasingly fierce,Deyang mobile Deyang region as the customer ’s largest telecommunications operators,with independent intellectual property rights to use TD-SCDMA communicationtechnology standard, and Deyang Telecom and Deyang Unicom use of Europe and theUnited States Japan and other developed countries are widely used by CDMA andWCDMA2000communication technique compared to the standard, technical maturity,network construction period, mobile phone manufacturers support and customeracceptance and other aspects has been a severe challenge.In2011, Deyang mobile customer growth rate of less than5%, well below the2010before the average increase of15%over the same period, Deyang Telecom andDeyang Unicom customer growth rates were19%and23%, Deyang mobile customerloss. Deyang mobile customer number30.28%in the high-end customer, revenuecontribution value of52.44%, reduce the high-end customer turnover rate, is theDeyang mobile customer churn management key, also be in recent years the urgent needto solve the problem of management.The author uses MBA to learn the relevant knowledge, and the author is in acompany’s research team together, through to the25180customer questionnaire analysisand research, put forward to affect Deyang mobile in the high-end customer loss of fivekey factors involved in the investigation of customer, and from the social attribute,consumption structure, age, time, dimension, analysis of the five key factors behind themanagement problems. This article through to the Deyang moving in the high-end customer loss before thetraffic analysis, and the corresponding traffic performance was quantified, according toprincipal component analysis to establish early warning index loss, so as to build a setof customer churn prediction model, as a follow-up customer churn management tool.Finally, combining the marketing strategy, channel management system, servicesystem and other aspects of the relevant analysis, put forward4recommendations forthe management of.The Deyang mobile in the high-end customer churn research, not only for Deyangmobile itself has theoretical and practical value, but also to other companies hasimportant reference significance and value.