Monitoring and backtesting churn models

Authors:
Elen Lima;Christophe Mues;Bart Baesens
Affiliations:
School of Management, University of Southampton, Southampton SO17 1BJ, United Kingdom;School of Management, University of Southampton, Southampton SO17 1BJ, United Kingdom;School of Management, University of Southampton, Southampton SO17 1BJ, United Kingdom
Venue:
Expert Systems with Applications: An International Journal
Year:
2011

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Abstract

The evaluation of the relationship with the customer and related benefits has become a key point for a company's competitive advantage. The development of customer churn models has increased over the years. However, these models tend to be complex and used on demand, being developed every time the customer analysis is requested. The main contribution of this article is to demonstrate how a backtesting framework can be used for churn evaluation, enabling the validation and monitoring process for the generated churn models.