Research And Application On Data Mining Base Telecom Customer Retention System

As long as the telecom market opening-up step by step, the competition among the telecommunication companies is getting critical. Customer churn gradually become the main influence for enterprise benefit. Telecommunication companies possess one-up data warehouse system at home and abroad, which offer conditions for customer churn and detainment analysis based on the data mining. The prediction of churn plays a major role in the analysis and operation system, which has built lots of forecast models and a series of warning indicators and templates. But the vacancy of complete detainment system and the disjunction of churn forecast and customer retention activity caused the forecast model can not achieve the desired effects. The customer care results that was not been evaluated and feedback to the forecast model further influenced the creditability of churn predict system and put it on the shelf.Based on the current situation of the telecommunication industry and the analysis of the theory, technology, and application of data mining, the master thesis design customer retention system on the basis of costumer lifecycle theory. This system make full use of the data warehouse platform, uses the data mining technology, based on the customer segment theory, analyzes the customer value and churn risk, guides the customer care work. Through the analysis of the results and feedback, establish a complete information sharing and feedback looping customer retention system.The author has performed lots research and implementation of customer churn reason prediction. It effective improves the customer retention system and offers a good solution for breaking the barrier between forecast and retention. In practice, against the decision tree algorithm's performance and "excessive fitting" problem, propose a new data processing method based on the target segmenting and data exploring.The author study and implement some important technology for customer retention system,including customer uniform view,customer segment and marketing activities support.On the basis of teradata kernel api package, design and develop a B/S system based on J2EE technologies.