数据挖掘之客户价值流失分析实践应用
Data Mining Application in Customer Value Loss Analysis
刘泽宁 1宿洪青 2蔡晓东 2徐淑阁2
作者信息
- 1. 河北师范大学,河北石家庄 050000
- 2. 河北航空有限公司,河北石家庄 050000
- 折叠
摘要
在以客户为导向的航空市场下,如何识别客户状态、评估客户价值、预测客户流失,减少企业资源投入的盲目性,为旅客提供更优质的服务,从而发展并改善客户与航司的关系,成为航司生存与发展的重要环节.本文首先通过留存分析识别客户状态,再通过改进的航空价值模型评估客户价值、细分客户群体,最后通过自主研发的价值流失评价模型分析预测客户价值流失,为航空公司开展持续改进的营销活动提供参考.
Abstract
In the customer-oriented aviation market,an important link for the survival and development of airlines is to identify customer status,evaluate customer value,predict customer churn,reduce the blindness of enterprise resource input,and provide better service for passengers so as to develop and improve customer-airline relations.In this paper,firstly,customer status is identified through retention analysis,then customer value is evaluated and customer groups are segmented through an improved aviation value model,finally,customer value loss is forecast through a self-developed value loss evaluation model.It provides reference for airlines to carry out continuous improvement of marketing activities.
关键词
留存分析/价值挖掘/客户细分/流失分析Key words
retention analysis/value mining/customer segmentation/churn analysis引用本文复制引用
出版年
2024
NETL
NSTL
万方数据