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Predicting Customer Churn at a Swedish CRM-system Company
Linköping University, Department of Computer and Information Science, Database and information techniques. Linköping University, The Institute of Technology.
Linköping University, Department of Computer and Information Science, Database and information techniques. Linköping University, The Institute of Technology.
2014 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

This master thesis investigates if customer churn can be predicted at the Swedish CRM-system provider Lundalogik. Churn occurs when a customer leaves a company and is a relevant issue since it is cheaper to keep an existing customer than finding a new one. If churn can be predicted, the company can target their resources to those customers and hopefully keep them. Finding the customers likely to churn is done through mining Lundalogik's customer database to find patterns that results in churn. Customer attributes considered relevant for the analysis are collected and prepared for mining. In addition, new attributes are created from information in the database and added to the analysis. The data mining was performed with Microsoft SQL Server Data Tools in iterations, where the data was prepared differently in each iteration. The major conclusion from this thesis is that churn can be predicted at Lundalogik. The mining resulted in new insights regarding churn but also confirmed some of Lundalogik's existing theories regarding churn. There are many factors that needs to be taken into consideration when evaluating the results and which preparation gives the best results. To further improve the prediction there are some final recommendations, i.e. including invoice data, to Lundalogik of what can be done.

Place, publisher, year, edition, pages
2014. , 100 p.
National Category
Computer Science
Identifiers
URN: urn:nbn:se:liu:diva-107904ISRN: LIU-IDA/LITH-EX-A--14/028--SEOAI: oai:DiVA.org:liu-107904DiVA: diva2:727881
External cooperation
Lundalogik AB
Subject / course
Computer and information science at the Institute of Technology
Presentation
2014-06-09, Muhammad al-Khwarizmi, Linköpings universitet, Linköping, 14:00 (English)
Supervisors
Examiners
Available from: 2014-06-25 Created: 2014-06-23 Last updated: 2014-06-25Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf