Toward a successful CRM: variable selection, sampling, and ensemble
Decision Support Systems
Methodology for customer relationship management
Journal of Systems and Software - Special issue: Selected papers from the 11th Asia Pacific software engineering conference (APSEC 2004)
The priority factor model for customer relationship management system success
Expert Systems with Applications: An International Journal
An experimental study on four models of customer churn prediction
SMC'09 Proceedings of the 2009 IEEE international conference on Systems, Man and Cybernetics
An extended support vector machine forecasting framework for customer churn in e-commerce
Expert Systems with Applications: An International Journal
Analyzing IT business values - A Dominance based Rough Sets Approach perspective
Expert Systems with Applications: An International Journal
International Journal of Networking and Virtual Organisations
| Hi-index | 12.05 |
Customer churn means the loss of existing customers to a competitor. Accurately predicting customer behavior may help firms to minimize this loss by proactively building a lasting relationship with their customers. In this paper, the application of the factor analysis and the Variable Consistency Dominance-based Rough Set Approach (VC-DRSA) in the customer relationship management (CRM) of the airline market is introduced. A set of ''if...then...'' decision rules are used as the preference model to classify customers by a set of criteria and regular attributes. The proposed method can determine the competitive position of an airline by understanding the behavior of its customers based on their perception of choice, and so develop the appropriate marketing strategies. A large sample of customers from an international airline is used to derive a set of rules and to evaluate its prediction ability.