Customer lifetime value modeling and its use for customer retention planning

Saharon Rosset · Einat Neuman · Uri Eick · Nurit Vatnik · Yizhak Idan

68 citations0/0 files storedACM SIGKDD Conference on Knowledge Discovery and Data Mining (KDD)

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Customer churn and segmentation Customer Service Quality and Loyalty Consumer Market Behavior and Pricing

Abstract

We present and discuss the important business problem of estimating the effect of retention efforts on the Lifetime Value of a customer in the Telecommunications industry. We discuss the components of this problem, in particular customer value and length of service (or tenure) modeling, and present a novel segment-based approach, motivated by the segment-level view marketing analysts usually employ. We then describe how we build on this approach to estimate the effects of retention on Lifetime Value. Our solution has been successfully implemented in Amdocs' Business Insight (BI) platform, and we illustrate its usefulness in real-world scenarios.

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1993Analyzing Duration Times in Marketing: Evidence for the Effectiveness of Hazard Rate Models

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2006The impact of customer relationship characteristics on customer switching behavior 2007The 2005 ISMS Practice Prize Winner—Customer Equity and Lifetime Management (CELM) Finnair Case Study 2009Business Intelligence from Voice of Customer 2004An SVM based churn detector in prepaid mobile telephony 2009A study on the applications of data mining techniques to enhance customer lifetime value 2021Applied Big Data Analysis to Build Customer Product Recommendation Model 2010Customer churn prediction – a case study in retail banking 2006Customer churn analysis - a case study

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