Abstract. Identifying customers with a higher probability to leave a merchant (churn customers) is a challenging task for sellers. In this paper, we propose a system able to detect churner behavior and to assist merchants in delivering special offers to their churn customers. Two main goals lead our work: on the one hand, the definition of a classifier in order to perform churn analysis and, on the other hand, the definition of a framework that can be enriched with social information supporting the merchant in performing marketing actions which can reduce the probability of losing those customers. Experimental results of an artificial and a real datasets show an increased value of accuracy of the classification when random forest or decision tree are considered.

Customer churn detection system: Identifying customers who wish to leave a merchant

RITROVATO, Pierluigi
2013

Abstract

Abstract. Identifying customers with a higher probability to leave a merchant (churn customers) is a challenging task for sellers. In this paper, we propose a system able to detect churner behavior and to assist merchants in delivering special offers to their churn customers. Two main goals lead our work: on the one hand, the definition of a classifier in order to perform churn analysis and, on the other hand, the definition of a framework that can be enriched with social information supporting the merchant in performing marketing actions which can reduce the probability of losing those customers. Experimental results of an artificial and a real datasets show an increased value of accuracy of the classification when random forest or decision tree are considered.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11386/4106855
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