无约束条件下多客户流失挽救最优化决策

中国管理科学 ›› 2009, Vol. 17 ›› Issue (6): 39-43.

无约束条件下多客户流失挽救最优化决策

胡理增, 陈建军

南京财经大学营销与物流管理学院, 江苏南京 210046

收稿日期:2008-12-30 修回日期:2009-09-02 出版日期:2009-12-30 发布日期:2009-12-30
作者简介:胡理增(1962- ), 男(汉族), 温州人, 南京财经大学营销与物流学院教授, 管理学博士, 研究方向:客户关系管理、数据挖掘、物流信息系统.

Optimization Decision on Multi-Customer Churn Retrieval under the Non-restraint Condition

HU Li-zeng, CHENG Jian-jun

School of Marketing & Logistics, Nanjing University of Finance and Economics, Nanjing 210046, China

Received:2008-12-30 Revised:2009-09-02 Online:2009-12-30 Published:2009-12-30

摘要/Abstract

摘要： 对无约束条件下多客户流失挽救的最优方案进行了研究.借助于广义客户终身价值,通过数学建模和分析发现,只有当挽救行动判定值大于1时,对流失客户的挽救才有必要,且存在最优挽救费用,各类客户中的合理挽救次序也存在.

关键词: 客户流失挽救, 广义客户终身价值, 最优决策

Abstract: The research is given to optimization decision on multi-customer churn retrieval under the nonrestraint condition.Through modeling and analyzing with the help of generalized customer lifetime value, it is found that to retrieve a churn customer is necessary, the optimized retrieval expense exists, and the reasonable retrieval sequence among various customers also exists, only when the value of retrieve-action-judgment-coefficient is greater than one.

Key words: customer churn retrieval, generalized customer lifetime value, optimization decision

中图分类号:

F274

胡理增, 陈建军. 无约束条件下多客户流失挽救最优化决策[J]. 中国管理科学, 2009, 17(6): 39-43.

HU Li-zeng, CHENG Jian-jun. Optimization Decision on Multi-Customer Churn Retrieval under the Non-restraint Condition[J]. Chinese Journal of Management Science, 2009, 17(6): 39-43.