Abstract
"Customer Retention" is an increasingly pressing issue in today's ever-competitive commercial arena. This is especially relevant and important for sales and services related industries. Motivated by a real-world problem faced by a large company, we proposed a solution that integrates various techniques of data mining, such as feature selection via induction, deviation analysis, and mining multiple concept-level association rules to form an intuitive and novel approach to gauging customer loyalty and predicting their likelihood of defection. Immediate action triggered by these "early-warnings" resulting from data mining is often the key to eventual customer retention.
Original language | English (US) |
---|---|
Pages (from-to) | 569-590 |
Number of pages | 22 |
Journal | Artificial Intelligence Review |
Volume | 14 |
Issue number | 6 |
DOIs | |
State | Published - Dec 2000 |
Externally published | Yes |
Keywords
- Customer retention
- Data mining
- Deviation analysis
- Feature selection
- Multiple level association rules
ASJC Scopus subject areas
- Language and Linguistics
- Linguistics and Language
- Artificial Intelligence