关键词: 客户关系管理, 客户流失, 流失评估, 流失挽留, 预测模型

Abstract: To improve the customer service level of enterprises, five customer churn prediction algorithms were summarized and three algorithm evaluation models were introduced. Customer churn reasons were concluded, and customer retention was classified. The research achievements were demonstrated in telecommunications, finance an E-commerce industry. The existing problems for current research such as less researches on integration customer information acquisition, prediction, analysis reasons, assessment and retention, less samples for generally accepted prediction, less customer churn analyses based on system dynamics, less evaluations for dynamic customer churn, and less researches for retention based on quantitative analysis were summarized. These efforts would promote the researches of customer churn theory, approach and application.

Key words: customer relationship management, customer churn, churn estimation, churn retention, prediction models