Review of Customer Churn Analysis Studies in Telecommunications Industry

Abstract

Churn Analysis is one of the world wide used analysis on Subscription Oriented Industries to analyze customer behaviors to predict the customers which are about to leave the service aggrement from a company. It is based on Data Mining methods and algorithms and become so important for companies in today’s commercial conditions as gaining a new customer’s cost is more than holding the existing ones. The paper reviews the releveant studies on Customer Churn Analysis on Telecommunication Industry in literature to present a general information to readers about the frequently used data mining methods used, results and performance of the methods and shedding a light to further studies. To keep the review up to date, studies published in last five years and mainly last two years have been included.