Customer churn prediction – a case study in retail banking

Teemu Mutanen · Sami Nousiainen · Jussi Ahola

24 citations0/0 files storedFrontiers in artificial intelligence and applications

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Customer churn and segmentation Customer Service Quality and Loyalty Financial Distress and Bankruptcy Prediction

Abstract

This work focuses on one of the central topics in customer relationship management (CRM): transfer of valuable customers to a competitor. Customer retention rate has a strong impact on customer lifetime value, and understanding the true value of a possible customer churn will help the company in its customer relationship management. Customer value analysis along with customer churn predictions will help marketing programs target more specific groups of customers. We predict customer churn with logistic regression techniques and analyze the churning and nonchurning customers by using data from a consumer retail banking company. The result of the case study show that using conventional statistical methods to identify possible churners can be successful.

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References

2001Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors 2004Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting 2003An LTV model and customer segmentation based on customer value: a case study on the wireless telecommunication industry 2003A novel evolutionary data mining algorithm with applications to churn prediction 2000Predicting subscriber dissatisfaction and improving retention in the wireless telecommunications industry 2002Customer lifetime value modeling and its use for customer retention planning 2004Data Mining Techniques on the Evaluation of Wireless Churn

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2009Churn Prediction Model in Retail Banking Using Fuzzy C-Means Algorithm 2008Churn prediction with Linear Discriminant Boosting algorithm 2019Retail store churn and performance – The moderating role of sales amplitude and unpredictability 2016Predicting churn in mobile free-to-play games

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