Home // DATA ANALYTICS 2015, The Fourth International Conference on Data Analytics // View article

Monitoring Service Adaptation and Customer Churn in the Beginning Phase of a New Service

Authors:
Teemu Mutanen
Ville Österlund
Risto Kinnunen

Keywords: Data mining; Service adaptation; Customer churn; Customer lifetime; Logistic regression; Cross validation

Abstract:
This work focuses on the analytics and metrics of a service adaptation. Adaptation is analysed based on activity and churn behaviour. In a non-binding registration service, churn may not be a permanent phenomenon, but partial churn prediction could be more useful as a metric. Based on the findings service, adaptation remains similar as the customer base broadens. The burst type usage data are challenging for churn predictions, but combinations and merged variables benefit the analysis. As in the future, the findings may be integrated as part of a retention campaign or applied in the development of the service.

Pages: 69 to 73

Copyright: Copyright (c) IARIA, 2015

Publication date: July 19, 2015

Published in: conference

ISSN: 2308-4464

ISBN: 978-1-61208-423-7

Location: Nice, France

Dates: from July 19, 2015 to July 24, 2015