Construction And Application Of Customer Loss Model In Telecom Industry

Since entering the fourth generation of mobile communication era,China's telecommunications industry has developed rapidly,and the penetration rate of 4G users ranks fifth in the world.As the market is gradually saturated,the development model of the telecommunications industry has gradually changed from incremental development to stock development.Faced with a new competitive landscape,reducing customer churn has become the consensus of major operating companies.Customer churn seriously affects the development of enterprises and puts pressure on business operations.Under such circumstances,it is of great practical significance to analyze the influencing factors of customer churn and explore the causes of customer churn.Based on the operational data of China Unicom's branch,this paper studies the customer churn in the telecommunications industry.Firstly,the customer is divided into consumption type and stable type.The behavior characteristics of different types of customers are analyzed,and the factors that may affect the customer churn are summarized.The statistical test is carried out one by one.The results show that there is no significant relationship between customer gender and loss tendency.Based on Logistic regression,the customer churn model is constructed,and the influence degree of different factors on different types of customers is analyzed.The results show that the monthly average usage flow is less,the account balance is less,and the customers who have experienced the downtime are prone to loss,while the network access time is more Long customers are not prone to loss;then the relevant influencing factors are used to cluster the lost customers,and the reasons for customer loss are summarized.The results show that the causes of customer loss may include the existing package or business of the operating company is not detailed enough,the customer care link lacks humanity,customer service the business capability or service quality of personnel is poor,and the pricing of calls or traffic charges is unreasonable.Finally,combined with the above research results,the corresponding countermeasures and suggestions are put forward to the operating enterprises,which provides a reference for promoting the healthy development of the telecommunications industry.