This paper presents an attempt to use an artificial neural network to investigate the churn phenomenon among the customers of a telecommunications operator. An attempt was made to create a data model based on the customer lifetime value (CLV) rather than on activity alone. A multilayered artificial neural network was used for the experiments. The results yielded a 99% successful identification rate for customers in no danger of leaving, while only 57% of those identified as in danger of leaving actually did so and stopped using the company's services.
Authors
- Przemyslaw Wojda,
- dr inż. Krzysztof Nowicki link open in new tab
Additional information
- DOI
- Digital Object Identifier link open in new tab 10.17274/aez.2017.29.03
- Category
- Publikacja w czasopiśmie
- Type
- artykuły w czasopismach recenzowanych i innych wydawnictwach ciągłych
- Language
- angielski
- Publication year
- 2017
