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- W2032770670 abstract "Typical approaches to customer relationship management (CRM) construct a black box model for the prediction of churning. The approach presented here aims at new insights into the phenomena of the particular customer-business relationship. The application of a combination of emergent self-organising maps, U-matrix methods and knowledge conversion technique to mobile phone customer data is reported. The aim of this approach is to discover knowledge to be used for the prevention of churn. The output of the approach are rules that lead to a better understanding of who clients are, what profitable customers are and why churning is happening. This knowledge leads to direct business actions for the redesign of products, services and marketing activities to prevent churning. Without prior knowledge it will be possible to identify products bought by persons who will remain as customers only for a short time and thus become unprofitable customers." @default.
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- W2032770670 date "2002-03-01" @default.
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- W2032770670 title "Emergent self-organising feature maps used for prediction and prevention of churn in mobile phone markets" @default.
- W2032770670 doi "https://doi.org/10.1057/palgrave.jt.5740056" @default.
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