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

Teemu Mutanen; Ville Österlund; Risto Kinnunen

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

Teemu Mutanen, Ville Österlund, Risto Kinnunen

VTT Technical Research Centre of Finland

Interquest Oy

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-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 language	English
Title of host publication	DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics
Publisher	International Academy, Research, and Industry Association IARIA
Pages	69-73
ISBN (Electronic)	978-1-61208-423-7
Publication status	Published - 2015
MoE publication type	A4 Article in a conference publication
Event	Fourth International Conference on Data Analytics, DATA ANALYTICS 2015 - Nice, France Duration: 19 Jul 2015 → 24 Jul 2015 Conference number: 4

Conference

Conference	Fourth International Conference on Data Analytics, DATA ANALYTICS 2015
Abbreviated title	DATA ANALYTICS 2015
Country/Territory	France
City	Nice
Period	19/07/15 → 24/07/15

Keywords

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

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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. http://www.thinkmind.org/index.php?view=article&articleid=data_analytics_2015_4_20_60123

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title = "Monitoring service adaptation and customer churn in the beginning phase of a new service",

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.",

keywords = "data mining, service adaptation, customer churn, customer lifetime, logistic regression, cross validation",

author = "Teemu Mutanen and Ville {\"O}sterlund and Risto Kinnunen",

note = "Project : 100921 ; Fourth International Conference on Data Analytics, DATA ANALYTICS 2015, DATA ANALYTICS 2015 ; Conference date: 19-07-2015 Through 24-07-2015",

year = "2015",

language = "English",

pages = "69--73",

booktitle = "DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics",

publisher = "International Academy, Research, and Industry Association IARIA",

address = "United States",

}

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. <http://www.thinkmind.org/index.php?view=article&articleid=data_analytics_2015_4_20_60123>

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 proceeding › Conference article in proceedings › Scientific › peer-review

TY - GEN

T1 - Monitoring service adaptation and customer churn in the beginning phase of a new service

AU - Mutanen, Teemu

AU - Österlund, Ville

AU - Kinnunen, Risto

N1 - Conference code: 4

PY - 2015

Y1 - 2015

N2 - 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.

AB - 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.

KW - data mining

KW - service adaptation

KW - customer churn

KW - customer lifetime

KW - logistic regression

KW - cross validation

M3 - Conference article in proceedings

SP - 69

EP - 73

BT - DATA ANALYTICS 2015: The Fourth International Conference on Data Analytics

PB - International Academy, Research, and Industry Association IARIA

T2 - Fourth International Conference on Data Analytics, DATA ANALYTICS 2015

Y2 - 19 July 2015 through 24 July 2015

ER -

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

Abstract

Conference

Keywords

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