Agent based modelling and simulation: toward a new model of customer retention in the mobile market

M. Sabry Hassouna · Mahir Arzoky

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Customer churn and segmentation Customer Service Quality and Loyalty Simulation Techniques and Applications

Abstract

Customer retention is a critical issue in today's mobile market. The high rate of churn alongside the high cost of acquiring new customers prompts mobile operators to focus their strategic efforts on customer retention. Unfortunately, traditional ways of studying and analysing customer retention are either too complex or inadequate. In that light, this paper employs Agent Based Modelling and Simulation (ABMS) as a novel approach to analyse and investigate customer retention. This paper presents a conceptual design for an agent-based Customer Behaviour Simulation Model (CubSim) to model customer behaviour in the mobile market.

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References

2001The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France 2005The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market 2005Applying data mining to telecom churn management 2004Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting 2005Computer assisted customer churn management: State-of-the-art and future trends 2006Customer churn analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry 2006CRM at a pay-TV company: Using analytical models to reduce customer attrition by targeted marketing for subscription services 2000Building customer relationships: do discount cards work?

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2019Feature intersection for agent-based customer churn prediction

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