Publication: Predicción de abandono de clientes en una empresa de
telecomunicaciones
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Publication Date
2020
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Universidad Complutense de Madrid
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Abstract
El abandono de clientes refleja el comportamiento de una compañía para con estos clientes y el comportamiento de la competencia. Cada vez es más relevante conocer las causas que provocan que un cliente no compre más productos o no continúe un contrato de servicios. Poder predecir con cierta confianza si un cliente abandonará la compañía antes que suceda puede generar grandes ahorros para una organización y permitirle desarrollar mejores prácticas y procesos en el futuro. Este trabajo busca predecir este fenómeno a través de diferentes algoritmos de machine learning para luego priorizar las acciones de retención de clientes mediante la segmentación de los mismos.
Customer churn reflects the behavior of a company towards those customers and also the behavior of the competition. It is becoming increasingly relevant to know the causes that result in the customer not buying more products or withdrawing from a service agreement. Being able to predict, with certain reliability, if a customer is going to churn before it happens could derive in big savings for company and allow it to develop better business practices and processes in the future. This paper attempts to predict this phenomenon through the use of different machine learning algorithms in order to prioritize the company retention actions based on customer segmentation.
Customer churn reflects the behavior of a company towards those customers and also the behavior of the competition. It is becoming increasingly relevant to know the causes that result in the customer not buying more products or withdrawing from a service agreement. Being able to predict, with certain reliability, if a customer is going to churn before it happens could derive in big savings for company and allow it to develop better business practices and processes in the future. This paper attempts to predict this phenomenon through the use of different machine learning algorithms in order to prioritize the company retention actions based on customer segmentation.