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摘要: 客户流失管理是电信运营商通过对客户需求满意度调查进行有针对性挽留客户的一个重要方法,其中最关键的就是对客户流失行为做出预测。提出了一种基于神经网络的客户流失预测模型。根据行业专家经验值选取分析变量,通过神经网络计算分析变量的权值,建立客户流失预测模型并对客户流失趋势进行预测。该方法与决策树和贝叶斯网络等算法相比,通过使用两次神经网络,从原始数据上千个属性中提炼出与客户流失度相关性较大的属性,分析出的影响流失属性更利于下一步的客户挽留工作。