Improved Marketing Decision Making in a Customer Churn Prediction Context Using Generalized Additive Models
Nowadays, companies are investing in a well-considered CRM strategy. One of the cornerstones in CRM is customer churn prediction, where one tries to predict whether or not a customer will leave the company. This study focuses on how to better support marketing decision makers in identifying risky customers by using Generalized Additive Models (GAM). Compared to Logistic Regression, GAM relaxes the linearity constraint which allows for complex non-linear fits to the data. The contributions to the literature are three-fold: (i) it is shown that GAM is able to improve marketing decision making by better identifying risky customers; (ii) it is shown that GAM increases the interpretability of the churn model by visualizing the non-linear relationships with customer churn identifying a quasi-exponential, a U, an inverted U or a complex trend and (iii) marketing managers are able to significantly increase business value by applying GAM in this churn prediction context.
|Date of creation:||Aug 2009|
|Date of revision:|
|Contact details of provider:|| Web page: http://research.hubrussel.be|
More information through EDIRC
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Van den Poel, Dirk & Lariviere, Bart, 2004.
"Customer attrition analysis for financial services using proportional hazard models,"
European Journal of Operational Research,
Elsevier, vol. 157(1), pages 196-217, August.
- D. Van Den Poel & B. Larivière, 2003. "Customer Attrition Analysis For Financial Services Using Proportional Hazard Models," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/164, Ghent University, Faculty of Economics and Business Administration.
- Joel L. Horowitz & N. E. Savin, 2001. "Binary Response Models: Logits, Probits and Semiparametrics," Journal of Economic Perspectives, American Economic Association, vol. 15(4), pages 43-56, Fall.
- Buckinx, Wouter & Van den Poel, Dirk, 2005.
"Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting,"
European Journal of Operational Research,
Elsevier, vol. 164(1), pages 252-268, July.
- W. Buckinx & D. Van Den Poel, 2003. "Customer Base Analysis: Partial Defection of Behaviorally-Loyal Clients in a Non-Contractual FMCG Retail Setting," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/178, Ghent University, Faculty of Economics and Business Administration.
- J. Burez & D. Van Den Poel, 2008. "Handling class imbalance in customer churn prediction," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 08/517, Ghent University, Faculty of Economics and Business Administration.
- K. Coussement & D. Van Den Poel, 2006. "Churn Prediction in Subscription Services: an Application of Support Vector Machines While Comparing Two Parameter-Selection Techniques," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/412, Ghent University, Faculty of Economics and Business Administration.
- Thomas S. Shively & Greg M. Allenby & Robert Kohn, 2000. "A Nonparametric Approach to Identifying Latent Relationships in Hierarchical Models," Marketing Science, INFORMS, vol. 19(2), pages 149-162, November.
- Lemmens, A. & Croux, C., 2006. "Bagging and Boosting Classification Trees to Predict Churn," Other publications TiSEM d5cb664d-5859-44db-a621-e, Tilburg University, School of Economics and Management.
- Greg Shaffer & Z. John Zhang, 2002. "Competitive One-to-One Promotions," Management Science, INFORMS, vol. 48(9), pages 1143-1160, September.
When requesting a correction, please mention this item's handle: RePEc:hub:wpecon:200918. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Sabine Janssens)
If references are entirely missing, you can add them using this form.