Author： Ng K.
Publisher： Springer Publishing Company
ISSN： 0269-2821
Source： Artificial Intelligence Review, Vol.14, Iss.6, 2000-12, pp. : 569-590
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Abstract
``Customer Retention'' is an increasingly pressing issue in today's ever-competitive commercial arena. This is especially relevant and important for sales and services related industries. Motivated by a real-world problem faced by a large company, we proposed a solution that integrates various techniques of data mining, such as feature selection via induction, deviation analysis, and mining multiple concept-level association rules to form an intuitive and novel approach to gauging customer loyalty and predicting their likelihood of defection. Immediate action triggered by these ``early-warnings'' resulting from data mining is often the key to eventual customer retention.
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