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Customer churn analysis: the tactics of handling customer complains
University West, Department of Economics and IT.
2008 (English)Independent thesis Advanced level (professional degree)Student thesis
Abstract [en]

The Retention has been most important factors for the companies because the cost of looking for much higher than the cost of keeping relation with current customers. The customer retention is to understand your customers through the Customer Relationship management and the more you know about them the better: their expectations, satisfaction levels, demographic & geographic & psychographic tendencies If you understand more about your customers and know more about which customer groups are defecting to rival providers, more effective retention strategies can be developed. This is the key to the successful retention marketing. The aim of this report is two fold:To help the company confronting the problem of the churn customer with complains at 60 percent due to the different reasons in the business of delivery the paper. Here the literature study from the other authors been taken as the reference. Maslow Theory has been served as the background model theory of this study. To deliver how the churn analysis could be helpful to solve the problem. It serves with detailed information, a strategy, recommendations to handle the customer complains in reflection of the churn and customer relation ship management. In addition to this, data ware house gives an open invitation to the data mining. The churn ratio of the customer can be identified as in the groups for the variables in respect to the calls received, tear paper call, wet paper calls. So in data mining one can analyse the data with the high or the low degree of description of the variables. In this manner there could be the chances the variable for the tear paper variable shows more in the customer segment. The data mining has been tried to apply here with some of the theories.

Place, publisher, year, edition, pages
Trollhättan, 2008. , 37 p.
Keyword [sv]
Datalager, Datautvinning, Relationsmarknadsföring
Identifiers
URN: urn:nbn:se:hv:diva-457OAI: oai:DiVA.org:hv-457DiVA: diva2:215028
Uppsok
samhälle/juridik
Available from: 2009-05-06 Created: 2009-05-06

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fulltext(384 kB)749 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf