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Staying Power of Churn Prediction Models

Risselada, H., Verhoef, P. C. & Bijmolt, T. H. A., Aug-2010, In : Journal of Interactive Marketing. 24, 3, p. 198-208 11 p.

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  • Staying Power of Churn Prediction Models

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In this paper, we study the staying power of various churn prediction models. Staying power is defined as the predictive performance of a model in a number of periods after the estimation period. We examine two methods, logit models and classification trees, both with and without applying a bagging procedure. Bagging consists of averaging the results of multiple models that have each been estimated on a bootstrap sample from the original sample. We test the models using customer data of two firms from different industries, namely the internet service provider and insurance markets. The results show that the classification tree in combination with a bagging procedure outperforms the other three methods. It is shown that the ability to identify high risk customers of this model is similar for the in-period and one-period-ahead forecasts. However, for all methods the staying power is rather low, as the predictive performance deteriorates considerably within a few periods after the estimation period. This is due to the fact that both the parameter estimates change over time and the fact that the variables that are significant differ between periods. Our findings indicate that chum models should be adapted regularly. We provide a framework for database analysts to reconsider their methods used for churn modeling and to assess for how long they can use an estimated model. (C) 2010 Direct Marketing Educational Foundation, Inc. Published by Elsevier Inc. All rights reserved.

Original languageEnglish
Pages (from-to)198-208
Number of pages11
JournalJournal of Interactive Marketing
Volume24
Issue number3
Publication statusPublished - Aug-2010

    Keywords

  • Churn prediction, Scoring models, Customer relationship management, CUSTOMER LIFETIME VALUE, CLASSIFICATION ALGORITHMS, RELATIONSHIP MANAGEMENT, SCORING MODELS, RANDOM FORESTS, RETENTION, SERVICE, SATISFACTION, SEGMENTATION, REGRESSION

ID: 1910481