Research On Customer Retention Strategy Of Telecom Loss Based On Cost Profit

In the context of fierce competition in the global telecommunications market,telecommunications operators generally have a problem of high customer churn.How to do a good job of early warning of customer churn,reduce the user off-line rate,and take corresponding recovery measures for the customers who will be lost.This is a problem that telecom operators must solve in order to reduce corporate marketing costs and improve business performance.In the actual operation of a telecommunications operation company,it is possible to combine the actual production and operation data to establish a relevant model to predict the potential lost customers of the telecommunications operation company and develop a personalized retention plan for it.This can reduce the loss caused by the loss of customers.Under such a realistic situation,this paper identifies the potential churn behavior of customers of telecommunications operators by constructing a model,and combines the relevant calculation results of the cost-profit model to implement different retention plans for different customers.This article combines 100,000 customer data from TERADATA Customer Relationship Management Center of DUKE University in the United States,and establishes a customer churn warning model with relevant machine learning algorithms to identify potential churn customers,calculate the lifetime value of potential churn customers,and based on the calculated customers The lifetime value calculation value divides the original customer group into four categories: loyal customers,potential loyal customers,marginal customers and non-loyal customers.The particle swarm optimization algorithm was used to calculate the optimal retention cost for customers with different loyalty.Finally,combined with indicators such asthe optimal retention cost of customers with different loyalty and the accuracy rate of the customer churn warning model,a cost-profit model is constructed to calculate the profit contribution of potential churn customers to the company,and a corresponding retention strategy is proposed to achieve the enterprise Minimize costs and maximize profits.