Reserch On Forewarning And Countermeasures Of China Telecom B Company Broadband Customer Churn

In order to thoroughly implement the strategic idea of "Network Power" and accelerate the construction of network infrastructure,Chinese communications operators have rapidly deployed broadband networks to cover all urban and rural areas,and the penetration rate of broadband users has increased significantly.In spite of the rapid growth of wideband businesses,the demands of users for network quality and services become increasingly demanding,demand diversification and personalization,as the market environment and application requirements change constantly,if the communication operators simply rely on investment,cost-pulling and reduced capital expense to grab the market,apparently unable to stand firm.It would require that we shift from an investment drive,to a capital,to innovation and a service drive,from a bold development to an intensive business model.Broadband business of China Telecom Company B is facing great competitive pressure.Serious loss of broadband customers needs to be solved urgently,and the retention of existing users becomes the key point to stabilize the value of the company.The broadband business of China Telecom Company B has some defects in the whole life cycle management of customers.It does not segment customers and dig into the reasons for customer loss in depth for effective early warning and prevention.How to effectively warn and retain the potential loss of broadband customers has become an urgent problem for B company to solve.This article through to the China Telecom Company B during the period of developing broadband service to the actual situation of the stock of the customer loss analysis on inquiry,with the help of data mining technology on company B broadband customers deep mining classification,building customer churn warning model,clustering analysis the reasons of the loss of customers,and targeted put forward countermeasures for more precise and effective customer support,and extend the stock of customer life cycle.The maintenance measures include six driving factors that support brand connotation according to communication operators: product,service,tariff,image,channel and feedback.Based on customer orientation,customers are carefully divided into different types and corresponding products and services are provided for each type of customers.Finally,the research results were applied to practice,and good stock retention effect was achieved.The broadband market position of China Telecom B was further consolidated.In order to solidify the early warning model and implement the countermeasures,a series of safeguard measures are put forward.First,improve internal management procedures to enhance customer satisfaction;Secondly,use to enhance customer loyalty,firm and retain customers.In addition,combined with the internal culture construction of the company and the salesman evaluation system,it provides guarantee management for the implementation of customer retention measures and ensures the effective implementation of customer retention marketing measures given in this paper.Then,the company can complete the long-term operation,reduce the loss of broadband customers of company B,and gradually increase the broadband market share in a stable way,which is of great value for theoretical analysis and practical application.