Monitoring service adaptation and customer churn in the beginning phase of a new service

Teemu Mutanen, Ville Österlund, Risto Kinnunen

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

Abstract

This work focuses on the analytics and metrics of a service adaptation. Adaptation is analysed based on activity and churn behaviour. In a non-binding registration service, churn may not be a permanent phenomenon, but partial churn prediction could be more useful as a metric. Based on the findings service, adaptation remains similar as the customer base broadens. The burst type usage data are challenging for churn predictions, but combinations and merged variables benefit the analysis. As in the future, the findings may be integrated as part of a retention campaign or applied in the development of the service.
Original languageEnglish
Title of host publicationDATA ANALYTICS 2015: The Fourth International Conference on Data Analytics
PublisherInternational Academy, Research, and Industry Association IARIA
Pages69-73
ISBN (Electronic)978-1-61208-423-7
Publication statusPublished - 2015
MoE publication typeA4 Article in a conference publication
EventFourth International Conference on Data Analytics, DATA ANALYTICS 2015 - Nice, France
Duration: 19 Jul 201524 Jul 2015
Conference number: 4

Conference

ConferenceFourth International Conference on Data Analytics, DATA ANALYTICS 2015
Abbreviated titleDATA ANALYTICS 2015
CountryFrance
CityNice
Period19/07/1524/07/15

Fingerprint

monitoring
prediction
services
analysis
registration

Keywords

  • data mining
  • service adaptation
  • customer churn
  • customer lifetime
  • logistic regression
  • cross validation

Cite this

Mutanen, T., Österlund, V., & Kinnunen, R. (2015). Monitoring service adaptation and customer churn in the beginning phase of a new service. In DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics (pp. 69-73). International Academy, Research, and Industry Association IARIA.
Mutanen, Teemu ; Österlund, Ville ; Kinnunen, Risto. / Monitoring service adaptation and customer churn in the beginning phase of a new service. DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics. International Academy, Research, and Industry Association IARIA, 2015. pp. 69-73
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abstract = "This work focuses on the analytics and metrics of a service adaptation. Adaptation is analysed based on activity and churn behaviour. In a non-binding registration service, churn may not be a permanent phenomenon, but partial churn prediction could be more useful as a metric. Based on the findings service, adaptation remains similar as the customer base broadens. The burst type usage data are challenging for churn predictions, but combinations and merged variables benefit the analysis. As in the future, the findings may be integrated as part of a retention campaign or applied in the development of the service.",
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Mutanen, T, Österlund, V & Kinnunen, R 2015, Monitoring service adaptation and customer churn in the beginning phase of a new service. in DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics. International Academy, Research, and Industry Association IARIA, pp. 69-73, Fourth International Conference on Data Analytics, DATA ANALYTICS 2015, Nice, France, 19/07/15.

Monitoring service adaptation and customer churn in the beginning phase of a new service. / Mutanen, Teemu; Österlund, Ville; Kinnunen, Risto.

DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics. International Academy, Research, and Industry Association IARIA, 2015. p. 69-73.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

TY - GEN

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Mutanen T, Österlund V, Kinnunen R. Monitoring service adaptation and customer churn in the beginning phase of a new service. In DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics. International Academy, Research, and Industry Association IARIA. 2015. p. 69-73