Title :
Hybrid retention strategy formulation in telecom based on k-means clustering analysis
Author :
Li, Xiaoyan ; Huang, Yang ; Li, Shujuan ; Zhang, Yishi
Author_Institution :
Huazhong University of Science and Technology, Whuan, 430074, China
Abstract :
The formulation of appropriate retention strategy is a core issue of CRM. This paper proposed an idea of formulating hybrid strategy to retain valuable customers using clustering technology. The hybrid strategy is composed of the sub-strategies for different levels. The dataset of a Chinese telecom company is used as an illustrative case study to demonstrate the feasibility and rationality of the method.
Keywords :
Clustering algorithms; Companies; Customer relationship management; Markov processes; Telecommunications; Training; Customer Relationship Management; combination strategy; hybrid retention strategy; k-means clustering; public strategy; specific strategy;
Conference_Titel :
E -Business and E -Government (ICEE), 2011 International Conference on
Conference_Location :
Shanghai, China
Print_ISBN :
978-1-4244-8691-5
DOI :
10.1109/ICEBEG.2011.5881956
