随市场竞争、技术进步及需求关系的变化,用户流失(Customer Churn)问题日益严峻。如何增强用户保持能力(Customer Keeping Ability)成为每个运营商特别是主导运营商必须考虑的问题。本文从客户保持的作用出发,在剖析客户流失原因的基础上,提出了通信运营企业保持客户的一些策略。 With the changes in market competition, technological progress and the relationship between needs, the issue of customer churn is becoming more and more serious. How to Enhance Customer Keeping Ability has become a problem that every operator, especially the leading operator, must consider. Based on the role of customer retention, this paper analyzes some of the causes of customer churn and proposes some strategies for customer retention by telecom operators.