Research On The Problem Of Telecom Customer Churn In A City

As the telecommunications industry competition intensified, the loss of customers to become the operator pays special attention to the problem, a new fewer customers, on the other hand, the market gradually saturated. The customer is the cornerstone of enterprise development, how to maintain a good relationship between operators and customers, how to improve customer loyalty, improve customer value, to establish a stable, long-term partnership of mutual trust and cooperation is the common concern of all operators.Customer churn is a common problem, but for China Telecom more is to survive this, if not effectively controlled, the advantage of large telecom subscriber base Chinese will no longer exist. At present, the domestic telecommunications industry showing a slowdown in growth of business volume and revenue, mobile Internet users growth slowed, customer loss exacerbated the situation. The empirical research shows that, the loss of customers will bring huge loss to the company:influence of enterprise economic and social benefits, influence corporate reputation, reputation, influence enterprise and product loyalty, market share, the influence of employees’loyalty to the company. Therefore, attract new customers. Therefore, attract new customers must take measures to prevent the loss of old customers, is the need of survival and development of enterprises.Consumer behavior in the network time, customer churn through value-added services, communication, processing and other basic characteristics of. Survey found that type of service industry tends to be the same, the customer perception of service to enhance the service quality is low, enterprise, marketing strategy is not perfect, the internal management is chaotic, the low efficiency is the main reason for the loss of customers. In addition, due to the telecommunications monopoly oligopoly, the assessment mechanism, side to increase light stock also increased the loss of customers.Therefore, according to the specific causes of A, loss of customers, combined with the experience of domestic and foreign advanced theory, Zhongguo, Dianxin should change within the repair to reduce the rate of loss of customers. Specifically, A can reduce the loss of customers from the following aspects:one is to improve customer satisfaction, enhance staff awareness of service, through the establishment of service concept, service behavior, optimize the process, expand the service mode, establish and improve the standard of service, reduce customer churn rate. Two is to establish the response mechanism, and through the file CRM customer relationship management system, customer consumption patterns, build customer management and dynamic response of the government, the Bank of emergency early warning, a high degree of customers to implement the "one to one" personalized service,24 hours of uninterrupted. Three is the establishment of customer churn prediction model, through the analysis of the tariff, purchase channels, the communication structure, consumption behavior screening from the network, the new network, change the number of users, customers, do a good job of early warning management, at the same time to ensure that customer information is the real name system, from passive to active to maintain sustained, reduce churn rate. The four is to broaden the sales channels, strengthen supervision on the one hand to improve the agents, sales channels, strengthen the communication between business and customer on the other hand, shorten the distance between the two sides. Five is a new technology, research on the optimization of service products, the product design and development and maintain customer account, such as the A, introduced a number of innovative business:the installation of broadband wireless network setup, free broadband, Tianyi mobile phone free Village special packages, according to the specific area of group, product design, reduce the loss of customers. The six is to improve the internal management of enterprises, increase brand awareness, establish a set of effective evaluation system, staff training, product promotion, enhance corporate brand effect, establish a reputation, improve customer retention rate.