The Reaearch Of Customer Relationship Mangement Based On Survival Analysis

Telecom restructuring came to the end; the three major telecom operators have achieved a full-service operation. The full-service operation means that market competition will be further intense; the essence of market competition is the competition for customers. But the high churn rate makes the operators' efforts to develop new customers seem in vain. Those who can effectively reduce customer churn rate will win in this competition. So, it is necessary to strengthen the customer relationship management.This thesis studies customer relationship management in the angle of survival analysis. Those existing survival analysis models have been improve to form a new survival analysis model by combining of theory and practice. This new model aims at finding the rules between customers churn and time quantitatively.The model can be used to solve problem in three areas in the real business activities. First, this model provides the method of find the cut-off points of customer relationship life cycle stage. The second application is to provide a basis for quantitative analysis in order to support the customer relationship life-cycle theory. The last application of the model can be used in assessing the effectiveness of marketing by contrasting the real customer churn rate and the data given by the model.