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用户是移动通信运营商激烈竞争的焦点,而如何有效地控制客户流失,降低离网率、改变用户数负增长已成为各运营商亟待解决的难题。针对以上问题,根据数据挖掘原理,着重从业务理解、数据准备、建立模型、模型评估和应用等环节,对南京移动抽样用户的消费行为进行详细研究,建立客户流失概率的预测模型,挖掘流失客户的消费特征。所建立的离网预测模型覆盖率较高,具有较强的适用性,能较科学地发掘出离网客户,有助于公司针对性地开展客户挽留工作,从而降低离网率,降低挽留成本。
Users are the focus of intense competition among mobile operators. How to effectively control customer churn, reduce off-grid rates and change negative numbers of users has become a pressing problem for operators. In view of the above problems, according to the principle of data mining, this paper studies the consumer behavior of Nanjing mobile sample users in detail from the aspects of business understanding, data preparation, model building, model evaluation and application, establishes the prediction model of customer churn probability, Consumer characteristics. The established off-grid forecasting model has high coverage, strong applicability, and can discover off-grid clients more scientifically, helping the company to carry out customer retention work in a targeted manner, thereby reducing the off-grid rate and lowering the retention cost .