Strategies for preventing defection based on the mean time to defection and their implementations on a self-organizing map

@article{Kim2005StrategiesFP,
  title={Strategies for preventing defection based on the mean time to defection and their implementations on a self-organizing map},
  author={Young Ae Kim and Hee Seok Song and Soung Hie Kim},
  journal={Expert Systems},
  year={2005},
  volume={22},
  pages={265-278}
}
Customer retention is a critical issue for the survival of any business in today’s competitive marketplace. In this paper, we propose a dynamic procedure utilizing self-organizing maps and a Markov process for detecting and preventing customer defection that uses data of past and current customer behavior. The basic concept originates from empirical… CONTINUE READING