IDEAS home Printed from https://ideas.repec.org/a/ids/ijemre/v5y2012i2p128-146.html
   My bibliography  Save this article

Using CLV for modelling churn and customer retention

Author

Listed:
  • Najmeh Abedzadeh
  • MohammadAli Nematbakhsh

Abstract

Preventing customer churn and trying to retain customers is the main object of customer churn management. This paper proposes a model to measure churn probability and introduces a policy to retain customers. Using existing datasets of customers, we calculated CLV and used the C5.0 technique to predict churn probability for each customer. We also used process mining to find a policy to retain each customer separately. The model was simulated using a supermarket chain (Refah) and the results show the model is performing much better than previous proposed models. A computer result is shown.

Suggested Citation

  • Najmeh Abedzadeh & MohammadAli Nematbakhsh, 2012. "Using CLV for modelling churn and customer retention," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 5(2), pages 128-146.
    • Handle: RePEc:ids:ijemre:v:5:y:2012:i:2:p:128-146
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=51017
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijemre:v:5:y:2012:i:2:p:128-146. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=43 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.