摘要
在通信行业迈入存量竞争深水区的背景下，客户流失已成为制约运营商高质量发展的核心瓶颈。区别于传统粗放
式的挽留模式，本文聚焦高流失风险用户这一关键群体，构建了“预测-分类-干预-评估”的全流程精准挽留体系。研
究表明，精准识别基础上的差异化干预可显著提升客户挽留成功率并优化资源投放效率，为运营商的存量经营转型提
供了可复制的理论框架与实践范式。
关键词： 电信运营商；客户流失；高流失用户；精准预测；差异化干预；存量经营
Abstract
Against the background of the communications industry entering a deeper stage of stock-based competition,
customer churn has become a core bottleneck restricting the high-quality development of telecom operators. Different from the
traditional extensive customer retention model, this paper focuses on users with high churn risk as the key target group and
constructs a whole-process precise retention system covering “prediction, classification, intervention, and evaluation.” The
study shows that differentiated intervention based on precise identification can significantly improve the success rate of
customer retention and optimize the efficiency of resource allocation, providing a replicable theoretical framework and practical
paradigm for the transformation of telecom operators toward existing-customer operation.
Key words： telecom operator; customer churn; high-churn-risk user; precise prediction; differentiated intervention; existing-customer operation
参考文献 References
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