Predictive models in churn data mining: a review

Abstract

The development of predictive models of customer abandonment plays a central role in any churn management strategy. These models can be developed using either qualitative approaches or can take a data-centred point of view. In the latter case, the use of Data Mining procedures and techniques can provide useful and actionable insights into the processes leading to abandonment. In this report, we provide a brief and structured review of some of the Data Mining approaches that have been put forward in recent academic literature for customer abandonment prediction.

Postprint (published version)