A Novel Model for Customer Retention

The prevention of customer churn through customer retention is a core issue of Customer Relationship Management (CRM). By minimizing customer churn a company can maximize its profit. This paper proposes a novel churn model to deal with customer retention problems. It does not only through churn probability to classify the customers, but also by the achieved pattern and rules to make policies. With the help of intuitionistic fuzzy set theory, alpha-cuts, expert knowledge, data mining technique is employed to construct the model. This study's experiments show that the proposed model has validated its efficiency. In short, the proposed model provides a new route to guide the further research concerning customer retention.