Mobile Operator Customer Classification in Churn Analysis
نویسنده
چکیده
Customer churn is a grave problem for all mobile operators. Early identification of customers from the risk group could help retain them in the operator's network. This paper introduces a set of potential churn factors on which data can be relatively easily extracted from the operator’s databases and analyzed using the SAS® Enterprise Guide®. A multi-stage research procedure utilizing such real-world data is proposed. It allows the identification of significant churn factors, the segmentation of customers, and finally the establishing of a rule model of the phenomenon for each customer segment. The method outlined in the paper is based on rough set theory and takes into account both qualitative and quantitative data. The new approach proposed in the paper relies upon data from the current period and also knowledge from the past.
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