Data mining application: Customer retention at the Port of Singapore Authority (PSA)

KianSing Ng, Huan Liu, HweeBong Kwah

Research output: Chapter in Book/Report/Conference proceedingConference contribution

5 Scopus citations

Abstract

`Customer retention' is an important real-world problem in many sales and services related industries today. This work illustrates how we can integrate the various techniques of data-mining, such as decision-tree induction, deviation analysis and multiple concept-level association rules to form an intuitive and novel approach to gauging customer's loyalty and predicting their likelihood of defection. Immediate action taken against these `early-warnings' is often the key to the eventual retention or loss of the customers involved.

Original languageEnglish (US)
Title of host publicationSIGMOD Record (ACM Special Interest Group on Management of Data)
Editors Anon
PublisherCroatian Soc Chem Eng
Pages522-525
Number of pages4
Volume27
Edition2
StatePublished - Jun 1998
Externally publishedYes
EventProceedings of the ACM SIGMOD International Conference on Management of Data - Seattle, WA, USA
Duration: Jun 1 1998Jun 4 1998

Other

OtherProceedings of the ACM SIGMOD International Conference on Management of Data
CitySeattle, WA, USA
Period6/1/986/4/98

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ASJC Scopus subject areas

  • Computer Graphics and Computer-Aided Design
  • Information Systems
  • Software

Cite this

Ng, K., Liu, H., & Kwah, H. (1998). Data mining application: Customer retention at the Port of Singapore Authority (PSA). In Anon (Ed.), SIGMOD Record (ACM Special Interest Group on Management of Data) (2 ed., Vol. 27, pp. 522-525). Croatian Soc Chem Eng.